Question: Do you know of a tool that can help reduce average handle time and increase first call resolution in customer service?

If you're trying to find a tool to lower average handle time and improve first call resolution in customer service, Genesys Cloud CX is a good option. This contact center platform uses AI to personalize interactions at large scale. It includes end-to-end journey management, workforce engagement management and a pay-as-you-go pricing model that can help small and large businesses lower average handle times and improve first-call resolution.

Another good option is AptEdge, an AI-based customer service solution that turns apps into answers for support reps. It uses Generative AI to automate and augment support, lowering ticket volume and improving resolution times. With a GPT Answer Engine and Predictive Analytics, AptEdge can be integrated with tools like Salesforce, Zendesk and ServiceNow, making it a good option for large enterprises trying to lower handle times and improve customer satisfaction.

Forethought is another option. The AI-based platform automates mundane work and includes tools like Solve for simple questions, Triage for assessing intent, Assist for summarizing tickets with AI-generated text and Discover for optimizing workflow. It integrates with Zendesk, Salesforce and ServiceNow, and is particularly good for e-commerce and SaaS businesses, with big potential returns on investment and first response time improvements.

Last, Ada offers a more powerful AI-based customer service automation platform that replaces traditional chatbots. It integrates with existing knowledge bases to personalize answers and tracks automated resolution rates. With features like voice and email automation, multilingual support and AI coaching, Ada can help businesses cut operational costs and improve customer satisfaction.