Mon. Mar 4th, 2024

An analysis conducted by Ozonetel, an omnichannel and AI-powered customer experience platform provider, has found that AI-led automation has transformed contact center performance in 2023. The study analyzed 10 million calls made on Ozonetel’s Contact Center as a Service (CCaaS) platform across various industries. The key findings of the study include:

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

The report highlights significant improvements in five key areas:

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

The report also includes a vertical report card, which lists the industry verticals that have outperformed and struggled under different parameters. Quick commerce, direct-to-consumer, and banking sectors have consistently maintained high customer service standards throughout the year.

Ozonetel’s Chief Product Officer, Prashanth Kancherla, states that the impact of AI is visible with an improvement in all efficiency metrics, and predicts that AI will continue to enhance contact center performance in 2024 by freeing up agents for high-value conversations and providing them with the right knowledge to deepen customer relationships and drive business growth.

Overall, the study shows how AI-led automation has led to improved customer experience and contact center performance, with reduced abandon rates, faster response times, and more efficient agent-customer interactions.