Case Study: a leading global call center reduces AHT with ChatrHub AI-Powered Agent Assist

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

A leading global call center was facing challenges with a high average handling time (AHT) that impacted efficiency and customer experience. The issues were driven by long silent and hold periods during calls and a slow, manual wrap-up process. To address this, they implemented ChatrHub's AI-Powered Real-Time Agent Assist solution.

The ChatrHub solution provided real-time alerts to reduce silence and hold time, delivered GenAI-summarized knowledge base responses for faster answers, and automated call summaries to speed up wrap-up. This resulted in a 36% reduction in AHT, enabling the call center to handle higher call volume with its existing team and provide quicker, better customer service.