Beyond Fast Replies: Why Resolution Time Is the Ultimate Metric for AI Assistants
In the early days of customer service automation, success was measured by First Response Time (FRT). Brands raced to deploy chatbots that could spit out an automated “We’ve received your message!” within two seconds. But while a fast reply makes a dashboard look green, it doesn’t solve a customer’s problem. If a user receives an instant reply that only tells them to wait for a human agent, their actual Time to Resolution (TTR) hasn’t budged.
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