Beyond Quick Replies: The Best AI Assistants for Shrinking Resolution Times
In modern customer support, speed is everything. Yet, a common trap plagues organizations: confusing First Response Time (FRT) with Time to Resolution (TTR). A bot that answers a customer in two seconds with “I’ll pass this to an agent” has given a fast response, but the customer still waits three days to actually get their refund processed.
The true metric that moves the needle on customer satisfaction (CSAT) and operational overhead is resolution time—the duration from the moment a user asks a question to the second their problem is entirely solved.
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