Why reducing contact rate is no longer the main goal?

Imagine being able to handle an unlimited amount of customer support requests without compromising quality and response time.

In the pre-GenAI era, most companies had one mission when it came to customer service: reduce contact rates as much as possible. The logic was simple—fewer calls, fewer emails, fewer live chats meant lower costs. So, businesses did what they could to “encourage” customers to solve their own problems. This led to the era of hidden contact details, labyrinthine FAQ pages, and Help Centers so vast they felt like a scavenger hunt.

But times have changed. While it's still important to offer well-written, user-friendly self-help resources, the focus has shifted thanks to the rise of Generative AI (GenAI). Now, instead of limiting customer inquiries, companies can embrace them—because they have AI-powered agents ready to handle customer requests, day or night, without breaking a sweat.

Enter GenAI: Your Untiring, Always-On Team

Imagine this: a team of agents who never get tired and always provide consistent answers. No matter how many customers ask the same question for the millionth time, your GenAI agents will respond as if it’s the first. And best of all, these AI agents can also perform actions and update customer information, handling much more than just repetitive FAQs.

With GenAI-powered agents, your contact center transforms from a cost center into an opportunity for deeper customer engagement. You no longer need to worry about reducing contact rate—because now, you can handle a higher volume of inquiries without increasing operational costs.

Why More Customer Requests is a Good Thing

In this new world, handling more customer requests isn’t something to avoid—it’s something to welcome. Here’s why:

• AI can scale infinitely: Your GenAI agents don’t have limits. They can answer 1 or 10,000 requests with the same efficiency.

• No bottlenecks: Traditional human agents can get overwhelmed, but GenAI agents can respond immediately, reducing wait times and improving customer satisfaction.

• Personalization at scale: GenAI can analyze customer data and respond with personalized recommendations or solutions, making customers feel valued while keeping costs low.

Embrace the Future: No More Fear of the Contact Center

The days of “hiding the contact button” are over. With AI agents, companies can focus on providing exceptional customer service without worrying about the cost of increased contact rates. In fact, the more customers reach out, the more opportunities you have to build loyalty, gather feedback, and create long-lasting relationships. AI takes on the heavy lifting, while human agents can focus on more complex, emotionally sensitive cases.

If you’re ready to embrace the future and see how AI can transform your support operations, get in touch with us today. We’ll show you how easy it is to implement AI agents and start handling more customer requests with ease. Book a demo here!