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AI-Led Automation Transformed Contact Centre Performance In 2023

AI-Led Automation Transformed Contact Centre Performance In 2023

Artificial intelligence-enabled automation has improved contact centre performance and customer engagement, with a 41% reduction in abandonment rates reported in 2023, as compared to 2022, according to a study by Ozonetel, an omnichannel customer experience platform provider. The study found that agents answered calls 10% faster, on average, and customers were 15% more likely to answer calls from

The study found that agents answered calls 10% faster, on average, and customers were 15% more likely to answer calls from a business in 2023, compared to 2022. Agents were, on average, 20% more efficient in handling inbound conversations.


 Decreased Abandon Rates Reflect Higher Customer Experience Standards

After four years of decline, abandon rates significantly improved this year. On average, in 2023, only 20% of calls were disconnected by callers when in queue, compared to 34% in 2022. Many contact centres implemented intelligent automation and call routing to improve agent avail

This also reflects an evolving customer experience landscape where voice interactions are made by customers only in case of urgency, as there are many other channels available for contacting businesses. Businesses are turning to chat and WhatsApp for simpler interactions, responding to customers' desire for a seamless omnichannel experience. 

Intelligent Automation Reduced Pickup Time Pickup time, the average time a contact centre agent takes to answer inbound calls—which includes the duration for which the agent’s phone rings but excludes the wait time of the caller—has reduced to 6.9 seconds in 2023 from 7.7 seconds in 2022.


AI-Enabled Conversational Intelligence

For Agents Reduced Talk Time The average talk time, which is the time an agent spends talking to a caller, reduced to 2.64 minutes in 2023 compared to 3.7 minutes in 2022. This improvement is driven by features such as smart agent assistance and deep customer relationship management integrations.




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