KPI
First contact resolution: AI benchmark
Share of requests resolved in the first contact.
How to measure it
Requests with no repeat contact on the same topic within seven days, divided by all requests.
Across the library
2 reported values, listed per use case below.
Higher is better. Unit: percent.
Reported values by use case
AI agent for first line contact centre service
- Vodafone60% · organization claim
AI agent for insurance policy servicing
- Waterdrop60% · organization claim
AI agent for telecom bill explanation and billing disputes
- Vodafone60% · organization claim
Use cases that should track first contact resolution
- AI agent for branch finding and appointment booking
- AI agent for card dispute intake
- AI agent for device and connectivity troubleshooting on voice and chat
- AI agent for first line contact centre service
- AI agent for insurance policy servicing
- AI agent for parcel tracking and delivery exceptions
- AI agent for telecom bill explanation and billing disputes
- AI for support knowledge article generation and maintenance
- Real time AI assist for contact centre agents