CxO Briefing: Customer Service & Support
65% Reduction in AHT via AI-Powered CX Transformation
Customer Service Request Fulfillment Process
How to reduce average handle time (ATH) of customers?
The Dragon1 AI BPMN Process Architect deployed Generative AI to automate Tier 1 support, reducing Average Handle Time (AHT) by 65% and boosting First Contact Resolution (FCR).
1. Current State (As-Is) - Manual Queue Management
6 Minutes AHT | 50% FCR Rate
2. Future State (To-Be) - Generative AI Automation
2 Minutes AHT | 70% FCR Rate
Immediate Payback Justification
85% Modeling Efficiency: The Cost of Doing Nothing
65%
Reduction in Average Handle Time (AHT) per support query.
40%
Increase in First Contact Resolution (FCR) for tier 1 issues.
24/7
New global support coverage without increased staffing costs.
The Enterprise Result: Transformation Metrics
65%
Faster Average Handle Time (AHT) for all queries.
Directly impacts operational efficiency and reduces call center costs.
40%
Increase in First Contact Resolution (FCR).
AI pre-solves standard issues, freeing human agents for complex escalations only.
Proactive Support
24/7 Global Availability at Lower Cost.
The documented BPMN model ensured the AI implementation was scalable across time zones and channels.
Detailed Process Comparison: Before and After AI
1. Current State (As-Is): The High AHT Bottleneck
The initial process relied on high volume agent queues, manual ticket routing, and repetitive data verification, confirming an average AHT of 6 minutes.
| Manual Triage & Handover | Agents spent excessive time routing tickets and repeating information during human-to-human handovers. | High operational cost; 2 minutes added per complex call. |
| Reactive Knowledge Search | Agents had to manually search knowledge bases while on call, prolonging resolution. | Significant dead time accumulated; low FCR rate. |
2. Future State (To-Be): The 2-Minute AI Optimized Blueprint
The Dragon1 AI BPMN Process Architect generated the Future State model, embedding an IVA (Intelligent Virtual Assistant) at the front line, achieving an AHT of 2 minutes (a 65% reduction).
| Generative AI Triage | IVA handles Tier 1 requests and uses RAG to instantly provide summarized solutions, escalating only exceptions. | 65% faster initial resolution and accurate auto-routing. |
| Pre-Verified Agent Handover | When escalated, the agent receives a full AI-generated transcript summary and verification status. | Eliminated repetitive data gathering by human agents. |