What is transfer rate?
Transfer rate measures the proportion of customer interactions managed by a chatbot or AI system that require escalation to a human agent for resolution. It reflects the system’s ability to comprehend and address customer queries without human intervention.
- A low transfer rate demonstrates efficient AI chatbot performance, effective issue resolution, and increased customer satisfaction with a smooth customer experience.
- A high transfer rate can lead to increased customer frustration, repeated interactions, and unresolved issues â unless your transfers are deliberate, say you only want to automate some questions and the rest should pass through to a human, but this is uncommon.
How do you calculate your transfer rate?
To calculate transfer rate, divide the number of interactions transferred to human agents by the total interactions, then multiply the result by 100 to get the percentage. For example, if 20 out of 100 interactions required human agent intervention, the transfer rate would be 20%.
Regularly reviewing transfer rates means you can pinpoint areas for improvement, refine AI chatbot responses, and enhance overall customer service quality.
Why does the transfer rate matter?
Understanding and improving transfer rates is crucial when youâre aiming for excellence in the chatbot and AI domain. When youâre striving for a low transfer rate it can increase customer satisfaction, boost team productivity, and you can establish your brand as a key player in delivering seamless automated customer support. You also learn from every transfer.
Every time a query is transferred to your team, you can work out how to automate it next time, so your AI assistant can take on more and more queries over time. As a result, your live chat transfers start to go down and your teams have more time to work on higher value tasks.
What is a good transfer rate benchmark?
Aim for a transfer rate benchmark ranging from 5% to 10% for efficient AI chatbot performance and optimal issue resolution. By setting this benchmark, you can track progress, refine AI chatbot responses, and continuously improve customer service interactions, ultimately leading to increased customer satisfaction and operational efficiency.
Rethinking transfer rate strategies to suit the age of AI
There are many AI chatbot platforms to choose from, but theyâre not all equal. An advanced AI assistant has many features to make sure it can answer at least 91% of customer queries without any help from your contact team. These include:
If you want to improve your transfer rate, start by looking at the AI chatbot platform youâre using to make sure it has all the advanced features you need to scale an AI assistant.
Next, check you have the ability to train your AI assistant by reviewing conversations to add and improve its responses, so itâs able to answer all your routine enquiries independently. Mytime Active leisure providers use theirs to answer 97% of customer queries.
âUsing NLP, LLM and API together results in trustworthy, reliable and easy to manage AI assistants. NLP does a great job at identifying AI requests, LLM is the AI administratorâs copilot, helping to train it and produce content from lots of different sources, and APIs allow your AI assistant to do stuff, like book an appointment or access information. Where LLMs do pick up much of the leg work for the AI administrator, we keep a human in the loop to prevent misinformation through hallucinations. Using reliable tech like NLP alongside LLM, and APIs to add the real value, your AI assistant is then secure and scalable.â ~ Matthew Doel, CEO at EBI.AI
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