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Benchmark: Many organizations aim for an AHT of 480 seconds (8 minutes), depending on industrystandards. Optimize call routing to connect customers to the right agents faster. IndustryStandard: The 80/20 rule (80% of calls answered within 20 seconds) is a common benchmark.
Conversational AI is increasingly an important piece of these initiatives with chatbots and virtualagents becoming essential tools for providing 24/7 self-service to digital customers. Chatbots also lend themselves well to gamification around content awareness, skills training and performance improvements.
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