AI Customer Service & Agentic AI: FAQs

How does Agent AI affect average handle time (AHT)?

By streamlining access to answers and automating data entry, it reduces AHT without sacrificing quality. NiCE Agent AI enables agents to resolve customer inquiries faster and more efficiently while maintaining personalized, high-quality service.

How does Agent AI achieve this?

  • Instant knowledge surfacing: Delivers the most relevant knowledge base articles in real time
  • Automated data entry: Reduces after-call work by auto-filling forms and updating CRM records
  • Real-time recommendations: Guides agents with next-best actions to resolve issues quickly
  • Integrated workflows: Eliminates time spent switching between multiple systems

Why does lowering AHT matter?

Reducing handle time improves operational efficiency, lowers costs, and enhances customer satisfaction by shortening wait times and speeding up resolutions.

What are the benefits for agents?

Agents experience less stress, fewer manual steps, and improved productivity, allowing them to focus more on meaningful conversations with customers.

How does this create a NiCE world?

In a NiCE world, Agent AI empowers agents to handle every interaction efficiently and effectively, reducing workload while improving the customer experience.

Create a faster world, where AI accelerates resolutions without compromising service quality.

See how it works in action

AI Customer Service & Agentic AI: FAQs