Tue. Jun 25th, 2024

Ozonetel has released a study on the impact of AI-led automation on contact center performance. The study analyzed 10 million calls made on Ozonetel’s platform across various industries. Here are the key findings of the study:

  • Customer engagement has improved, with a 41% reduction in abandonment rates
  • Agents answered calls 10% faster than last year
  • Customers were 15% more likely to answer calls from a business this year
  • Agents are 20% more efficient in handling inbound conversations

The study also highlighted improvements in five key areas over the past five years:

  1. Decreased abandon rates reflect higher customer experience standards.
  2. Intelligent automation reduces pickup time.
  3. AI-enabled conversational intelligence reduces talk time.
  4. Automated call dispositions reduce wrap time.
  5. Improved connection rates indicate higher customer engagement.

According to the study, the use of AI in contact centers has led to a significant improvement in efficiency metrics. The report predicts that AI will take contact center performance to the next level in the coming year by freeing up agents for high-value conversations and deepening customer relationships.