AI for Agent Productivity US

At least 25% of a typical customer conversation is spent on customer identification and post-call work.

Even within the talk time itself – which has risen by 59% in the past 10 years – there are many opportunities to cut waste: reducing pauses while the agent types, looks for information, or switches between multiple desktop applications, as well as the frequent need for repetition due to mishearing (a particular for calls coming through mobile phones).

This report based on US data shows how AI solutions such as agent assistance, automated customer authentication, post-call note generation, voice clarity applications, unified desktops, and enhanced knowledge bases can raise productivity and reduce call lengths without damaging quality or customer experience.