Response time

Response times refer to the duration it takes for a business to reply to customer inquiries or requests, impacting customer satisfaction and service quality.

What are response times?

Response times measure the interval between when a customer makes an inquiry and when they receive a reply. Efficient response times are crucial for providing excellent customer service and maintaining customer satisfaction.

Why do response times matter?

Quick response times can enhance customer satisfaction by addressing their needs promptly. On the flip side, delayed responses can lead to frustration and dissatisfaction, potentially impacting the business’s reputation and customer loyalty.

Factors affecting response times

Volume of inquiries: High volumes can slow response times if not managed efficiently.
Resource availability: The number of available support staff can influence how quickly inquiries are addressed.
Complexity of inquiry: More complex issues may require longer response times to ensure accurate and thorough answers.

With Neople as your digital coworker, you can optimize response times by automating answers to common inquiries, allowing your team to focus on more complex customer needs.

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AI agent

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AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

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