A company is building a large language model (LLM) question answering chatbot. The company wants to decrease the number of actions call center…

The company's goal is to decrease the number of actions call center employees need to take. In a call center context, this translates to improving operational efficiency. Average call duration, also known as Average Handle Time (AHT), is a standard Key Performance Indicator (KPI) used to measure the average time an agent spends on a customer call. A successful LLM chatbot can answer common questions or perform initial data gathering, which means that when a customer does speak to a human agent, the agent can resolve the issue more quickly. Therefore, a reduction in the average call duration is a direct measure of the chatbot's effectiveness in reducing employee workload.

1. Google Cloud Documentation

Contact Center AI Insights overview: "Key metrics and concepts... Call duration: The length of the call." The documentation further explains that the service helps "Understand the drivers of call duration and handle time

" directly linking AI implementation to this specific business metric. (Source: Google Cloud Official Documentation

"Contact Center AI Insights overview

" section on Key metrics and concepts).

2. Mariani

P.

Vita

M. D.

Zaza

S.

& Bresciani

S. (2023). A systematic literature review on the use of chatbots in customer service. Information Systems and e-Business Management. This academic review identifies key metrics for evaluating chatbot performance in customer service

explicitly mentioning "reduction in average handling time (AHT)" as a primary indicator of operational efficiency. (DOI: https://doi.org/10.1007/s12525-023-00641-y

Section 4.2

Table 4).

3. Aksin

Z.

Armony

M.

& Mehrotra

V. (2007). The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research. Production and Operations Management

16(6)

665-688. This foundational academic paper on call center operations identifies Average Handle Time (AHT) as a critical performance measure related to agent efficiency and cost. (Section 2.1

Performance Measures and Managerial Levers).