Contact Center Agents FAQs

How Do I Reduce Average Handle Time Using AI?

Reducing Average Handle Time (AHT) is one of the most effective ways to improve contact center efficiency without compromising service quality. AI makes this possible by streamlining repetitive tasks, predicting customer intent, and providing real-time support that empowers agents to resolve issues faster.

NiCE’s AI-driven solutions such as Agent Assist, Real-Time Interaction Guidance, and Automation Studio work together to simplify every step of the agent workflow. They automatically retrieve customer data, summarize conversations, and recommend next best actions—allowing agents to stay focused on meaningful interactions rather than administrative work.

Ways AI Helps Reduce Handle Time:

  • Automates after-call work like summaries and follow-ups
  • Surfaces relevant knowledge and data instantly during live interactions
  • Routes customers intelligently to the right agent or channel
  • Monitors calls in real time and provides live coaching prompts for efficiency

For advanced optimization, explore CXone Mpower Performance Management and AI Workflow Orchestration to see how NiCE enables contact centers to balance speed, quality, and personalization at scale.

Explore How NiCE Boosts Agent Efficiency

See how NiCE’s AI-powered tools help agents work smarter, reduce handle time, and enhance every interaction.


Contact Center Agents FAQs