Contained Call within IVR is the goal of the IVR system. But sadly, the majority of calls end up going to an agent where the costs are 4x to 10x higher
The average wait time for live chat is 2 minutes and 40 seconds and agents are known to chat with up to 6 or more customers at the same time. This is almost the same as a live telephone agent. As digital channels become more widely used by customers, this will only get worse.
According to reports Chatbot only takes care of about 26.65% of all incoming live chat inquiries alone.
Digital Chat is the growing faster than any other communication channel with nearly 50% of consumers already engage in automated conversations with Chatbots.
62% of companies don’t respond to customer service email and when they do, the average response time is 17 hours
The average response time by leading companies to social media conversations is 157 minutes. The average response time by all companies is 10 hours.
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