Average Handle Time CCNG Chatbots 
CCNG
MARCH 1, 2023
AI and chatbots are taking over the simple interactions that used to give agents a mindless moment or two between the more challenging interactions. Too much focus on average handle time or average speed of answer will often produce unintended consequences that create negative customer experiences and put undue stress on the agent.
CCNG
SEPTEMBER 27, 2023
But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. It can also provide answers to a customer portal, customer app, chatbot, and FAQs on a website. It would mean a savings of $1.7 million or a reduction in headcount of 39.
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