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:
- Decreased abandon rates reflect higher customer experience standards.
- Intelligent automation reduces pickup time.
- AI-enabled conversational intelligence reduces talk time.
- Automated call dispositions reduce wrap time.
- 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.