What is Average Handle Time (AHT)?

Average Handle Time (AHT) is a customer service metric that measures the average duration of a support interaction from beginning to end. It is a key efficiency indicator for contact centers and support teams.

AHT Components

AHT includes:

• Talk time: Actual conversation with customer
• Hold time: Customer waiting during interaction
• After-call work: Documentation and follow-up tasks

AHT Formula: (Talk Time + Hold Time + After-Call Work) / Number of Interactions

AHT Benchmarks

• Phone support: 4-8 minutes average
• Chat support: 3-6 minutes average
• Email support: 4-8 minutes average
• AI resolution: Under 60 seconds average

Why AHT Matters

• Cost: Longer handle time = higher cost per interaction
• Capacity: Shorter AHT means more customers served
• Customer experience: Nobody wants long support calls
• Agent productivity: Efficiency measure for teams

AHT Trade-offs

Caution: optimizing for low AHT can hurt quality:

• Rushed interactions: Incomplete resolution
• Repeat contacts: Customer calls back
• Lower CSAT: Customers feel rushed

Balance AHT with resolution and satisfaction metrics.

Reducing AHT with AI

AI lowers AHT by:

• Instant answers: AI responses in seconds vs minutes
• Agent assist: Faster information retrieval for humans
• Pre-filled context: Agents do not start from scratch
• Automated after-call work: AI handles documentation

AHT for AI Interactions

AI dramatically changes AHT expectations:

• AI resolution: 30-60 seconds average
• vs Human: 4-8 minutes average
• Improvement: 80%+ reduction in handle time

Maven AGI Difference: Our AI resolves issues in seconds, not minutes. When Mastermind achieved 93% resolution, those were fast resolutions - customers got answers immediately, not after minutes on hold. Speed plus accuracy equals satisfied customers.

Book a demo to reduce your handle time.