How Enterprise Support Teams Reduced Call Resolution Time by 32% with AI Call Analysis

How Enterprise Support Teams Reduced Call Resolution Time by 32% with AI Call Analysis

Customer support teams know the struggle all too well.

Agents spend too much time searching for answers, calls take longer than they should, and frustrated customers escalate issues instead of getting quick resolutions.

For this enterprise support center, the numbers told the story:

• Escalations were up 15% because reps couldn’t find answers fast enough.
• Call resolution times were getting longer, putting pressure on customer experience.
• Training took too long, leading to inconsistent performance across agents.

The leadership team needed AI-powered call analysis that could do more than just record calls—they needed insights that would transform their workflows.

With ConnectConverse.ai, every call was transcribed, analyzed, and categorized automatically.

Supervisors didn’t have to guess where bottlenecks were—AI surfaced the most common customer issues and flagged where call resolution stalled.

Within 60 days, the company saw:

• A 32% reduction in call resolution time—agents had AI-powered insights at their fingertips.
• A 28% increase in first-call resolution—less call transfers, more satisfied customers.
• More efficient agent training—new hires onboarded faster with real call data guiding their learning.

By integrating AI-powered call intelligence, this enterprise transformed customer support from reactive to proactive—boosting efficiency, reducing escalations, and improving satisfaction.