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Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. The industry benchmark for the first call resolution measurement is between 70% to 75%. Net Promoter Score.
During non-peak periods, the additional support capacity that chatbots provide allows faster resolutions to student queries and reduced waittimes. For requests handled entirely by chatbots, students see no waittimes, as a single chatbot can respond to an unlimited number of simultaneous chats with no delay.
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