How a Leading Global Call Center Reduced AHT with AI-Powered Agent Assist

Summary:

• 36% Reduction in Average Handling Time (AHT)

• Real-Time Alerts for Silent & Hold Time

• GenAI Summarized Knowledge Base Responses

• Faster Wrap-Up with Custom Call Summaries

Challenges:

This global call center was facing high Average Handling Time (AHT), driven by long silences during calls, agents placing customers on hold while searching for answers, and lengthy wrap-up processes after each call. New agents struggled to get up to speed quickly, while experienced ones were bogged down by manual tasks. As call volume grew, so did staffing pressure—resulting in rising costs and inconsistent customer experiences.

Solution:

To address these issues, the company implemented ChatrHub’s AI-Powered Real-Time Agent Assist—a solution purpose-built to reduce friction throughout the call lifecycle and dramatically lower AHT.

Key improvements included:

• Silent & Hold Time Alerts: 

  • ChatrHub proactively alerted agents and managers when a customer was placed on hold or left in silence, enabling faster interventions and reducing dead time on calls.
    

• GenAI-Powered Knowledge Summaries: 

  • Instead of agents searching through long resources, ChatrHub instantly summarized relevant knowledge for agents based on the customer’s questions—delivering accurate, digestible responses in real time.
    

• Automated Call Summaries for Wrap-Up: 

  • After each call, agents received a custom, AI-generated summary—eliminating the need for manual notes and speeding up post-call work.
    

With this AI-driven support, agents could resolve issues faster, reduce unnecessary downtime, and move more efficiently from one call to the next. The impact was clear: fewer holds, quicker answers, and less wrap-up time—all contributing to significantly reduced AHT.

Results:

After deploying ChatrHub, the call center achieved:

• 36% decrease in Average Handling Time (AHT)

• Less silent and hold time per call

• Faster resolution with on-demand answer summaries

• Reduced wrap-up time with automated call notes

• Higher call volume handled per agent without expanding the team

Conclusion:

By attacking AHT from every angle—live guidance, smarter information delivery, and faster post-call workflows—ChatrHub helped this call center unlock a new level of efficiency. Agents now move through calls with confidence, managers gain visibility into bottlenecks in real time, and customers get quicker, better service. Whether it’s speeding up new hire ramp-up periods or reducing operational costs, ChatrHub empowers your team to handle more with less—faster than ever.

Dramatically reduce AHT with Real-Time AI

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