Addressing metrics gaps between bot-led and human-led service
Comm100
AUGUST 21, 2018
(According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). Wait Time – How long are your visitors kept waiting before a live chat session starts up? Chatbots should keep user wait time for bots and live chat agents low.
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