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Additional metrics to consider include: NPS scores First response time (FRT) Abandonrates Hold times Average Handle Time (AHT) 4. In today’s customer service landscape, chatbots and virtual assistants are increasingly integral, handling a significant volume of inquiries.
Virtualagents and chatbots. Chatbots have numerous applications in different industries as they facilitate conversations with customers and automate various rule-based tasks, such as answering FAQs or booking flights. Thanks to NLP technology, chatbots have become more human-like.
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