KPI
Handling time reduction: AI benchmark
Reduction in average handling time per contact or case.
How to measure it
Compare average handling time per contact or case before and after, on the same case mix, over at least one full month.
Across the library
Median 61.5% across 36 deployments, reported range 8.2% to 97%, plus 5 "up to" values not pooled.
1 reported value (multiplier), listed per use case below.
Higher is better. Unit: percent.
Reported values by use case
AI income and document verification for mortgage underwriting
- American Federal Mortgage Corporation90% · vendor claim
- MCM Holdings, Inc.at least 90% · vendor claim
- Volo Loansup to 85% · vendor claim
- Haventree Bank67% · vendor claim
- Key Mortgage Services, Inc.up to 67% · vendor claim
- Nations Direct Mortgage67% · vendor claim
AI ambient scribe for clinical documentation
- Reid Health60% · vendor claim
- Mount Sinai Medical Centerabout 30% · organization claim
- BJC Health15% · vendor claim
- Great Ormond Street Hospital for Children NHS Foundation Trust8.2% · organization claim
AI agent for first line contact centre service
- Kotak Mahindra Bankat least 50% · organization claim
- OTE Group30% · vendor claim
- Ooredoo Qatarabout 28.6% · vendor claim
AI for health insurance prior authorization and claims adjudication support
- Humana54% · vendor claim
- Acentra Healthabout 50% · vendor claim
- ICICI Lombardat least 50% · vendor claim
AI drafting of clinical study reports and regulatory documents
- Novo Nordisk90% · organization claim
- AstraZeneca85% · organization claim
AI for PEP and adverse media screening
- Save the Childrenat least 60% · vendor claim
- Deutsche Bankup to 50% · vendor claim
AI for RFP, tender and sales proposal response drafting
- GroupeActive75% · organization claim
- JAGGAER50% · organization claim
AI for supplier invoice processing in accounts payable
- Kingfisherabout 90% · vendor claim
- Fugro70% · vendor claim
Generative AI copilot for internal audit
- Banco Bradesco55% · vendor claim
- British Columbia Investment Management Corporation30% · vendor claim
AI agent for drafting employee performance reviews
- Rho83% · vendor claim
AI agent for drafting employee performance reviews
- Waterford.org2x · vendor claim
AI agent for patient appointment scheduling, reminders and no show reduction
- Howard Brown Health72% · vendor claim
AI assistant for B2B telecom quoting, sales and service
- Verizonup to 20% · vendor claim
AI clinical trial patient matching and prescreening
- Yale Cancer Center41% · organization claim
AI drafting of social work case notes and assessments
- Swindon Borough Council63% · organization claim
AI for customs classification and declaration preparation
- ZLS Zoll und Logistikservice GmbH90% · vendor claim
AI for drafting customer letters and outbound notices
- Acentra Healthabout 50% · vendor claim
AI for market abuse surveillance alert triage
- Nasdaqabout 33% · organization claim
AI for police incident report drafting from body worn camera audio
- Fort Collins Police Services82% · organization claim
AI for security alert triage and investigation in the SOC
- Human Managed97% · vendor claim
AI quality and compliance monitoring of every customer interaction
- Central Bankup to 5% · vendor claim
AI quote and estimate generation from customer requirements
- Enpal87.5% · vendor claim
AI reply drafting for customer email and support tickets
- L'Oréal64% · vendor claim
AI voice charting and end of shift note drafting for nurses
- Mercy85% · vendor claim
Use cases that should track handling time reduction
- AI agent for account and card servicing
- AI agent for branch finding and appointment booking
- AI agent for card dispute intake
- AI agent for complaints recognition, investigation and response
- AI agent for device and connectivity troubleshooting on voice and chat
- AI agent for drafting employee performance reviews
- AI agent for first line contact centre service
- AI agent for first notice of loss claims intake
- AI agent for fraud alert triage
- AI agent for insurance policy servicing
- AI agent for order status, delivery changes and returns
- AI agent for patient appointment scheduling, reminders and no show reduction
- AI ambient scribe for clinical documentation
- AI assistant for B2B telecom quoting, sales and service
- AI assistant for telecom plan upgrades, add ons and sales
- AI clinical trial patient matching and prescreening
- AI drafted explanations for credit declines and adverse actions
- AI drafting of clinical study reports and regulatory documents
- AI drafting of social work case notes and assessments
- AI enterprise knowledge search for employees
- AI examination of trade documents under letters of credit and collections
- AI for back office account servicing execution
- AI for cash application and remittance matching
- AI for chargeback and representment operations
- AI for claims triage and straight through processing
- AI for construction schedule and progress tracking
- AI for customs classification and declaration preparation
- AI for drafting customer letters and outbound notices
- AI for health insurance prior authorization and claims adjudication support
- AI for market abuse surveillance alert triage
- AI for merchant underwriting and risk monitoring
- AI for payment investigations and exceptions
- AI for PEP and adverse media screening
- AI for pharmacovigilance adverse event case intake
- AI for police incident report drafting from body worn camera audio
- AI for product feedback and bug report triage
- AI for RFP, tender and sales proposal response drafting
- AI for security alert triage and investigation in the SOC
- AI for settlement fail prediction and post trade exception management
- AI for subrogation opportunity detection
- AI for supplier invoice processing in accounts payable
- AI income and document verification for mortgage underwriting
- AI knowledge assistant for wealth advisors and relationship managers
- AI orchestration of corporate account opening and channel setup
- AI quality and compliance monitoring of every customer interaction
- AI quote and estimate generation from customer requirements
- AI recommendations for loan restructuring and hardship arrangements
- AI reply drafting for customer email and support tickets
- AI screening of trade finance transactions for trade based money laundering
- AI support for emergency call triage (112 and 911)
- AI voice agent for drive through and phone order taking
- AI voice charting and end of shift note drafting for nurses
- Conversational AI for loan application intake
- Generative AI copilot for internal audit
- Real time AI assist for contact centre agents