AI-based automation has changed contact centre performance in 2023: Report

admin 2023-07-30

According to an official release, Ozonetel, an omnichannel and AI-powered customer experience (CX) platform provider, conducted a comprehensive study. It is expected that the The State of Contact Center Report, mentions insights into customer experience and contact center performance across industry verticals.

The study is expected to include a sample of 10 million calls made on Ozonetel’s CCaaS (Contact Center as a Service) platform. It included industries such as e-commerce, healthcare, education, insurance, fintech, NBFC, banking, real estate, and logistics, among others.

Sources revealed that AI-enabled conversational Intelligence for agents reduced talk time. The ‘Average Talk Time’ indicates the time an agent spends talking to a caller. In 2023, this metric is expected to be reduced to 2.64 minutes compared to 3.7 minutes in 2022, an improvement since 2019 (4.3 minutes).