Abandon Call First call resolution Government Virtual Agent 
Fonolo
JANUARY 4, 2022
On average, a 1% improvement in First Call Resolution (F.C.R.) Only 9% of governments use A.I. Nearly that many again have used a virtual agent or chatbot on their smartphone. 67% of customers will abandon their call if they can’t reach a customer support agent fast enough.
Fonolo
APRIL 4, 2023
Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy 5 Popular Customer Service Benchmarks On average, a 1% improvement in First Call Resolution (F.C.R.) Source: Salesforce How to Create a Customer Service Strategy Only 9% of governments use A.I. with 41% using some form of A.I. compared to other sectors.
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