How should we think about time?
When someone reaches out to a contact center, they rarely do so for leisure. They have a question, an issue, or a need, and they expect timely and precise assistance.
Time is the ultimate currency in customer service. When someone reaches out to a contact center, they rarely do so for leisure. They have a question, an issue, or a need, and they expect timely and precise assistance.
When we design AI agents at OpenCall, we obsess over micro-interactions. Does the agent ask for verification only when absolutely necessary? Can it detect context from previous statements to avoid redundant questions? Does it collect information in digestible chunks that match the natural rhythm of conversation?
These design choices compound. A well-designed AI agent might save just twenty seconds by intelligently preserving context about a customer's previous responses. But multiply those seconds across thousands of interactions, and suddenly you're giving people back days of their lives.
We’ve discovered that when customers feel their time is respected, their behavior fundamentally changes. They engage more frequently and deeply with the service. A customer who might hesitate to call about a minor issue when they expect a 20-minute ordeal will readily reach out when they trust the interaction will be quick and painless.
This increased engagement creates a virtuous cycle. More interactions mean more opportunities to help, more data to optimize from, and ultimately, stronger customer relationships. We've seen businesses experience up to a 40% increase in customer engagement (primarily bookings) after implementing time-optimized AI systems, simply because customers know their time won't be wasted.
The proof is in the experience. Check out our latest demo video to see these principles in action, and judge for yourself how every second counts.