In a world where every minute counts, inefficiencies in escalations erode customer trust, increase costs, and reduce employee morale.
Page 1: The Cost of Escalation Chaos
Complexity is overwhelming support.
Every 1% increase in First-Call Resolution results in roughly a 1% increase in customer satisfaction and approximately a 1.4-point increase in Net Promoter Score.
Average Handle Time in many industries ranges from about 8.5 to 10 minutes, which is well above cross-industry norms.
What this means
Escalation overload leads to longer calls, unhappy customers, and increased support costs.
Page 2: Escalations Are More than Operational; They Are Strategic
Escalations multiply costs and degrade the customer experience.
Escalated tickets may cost 2 to 4 times more than simple Tier 1 resolutions.
Up to 20% of escalated telecom calls result from incorrect triage.
Call abandon rates average between 5 to 8 percent, indicating that customers often leave before resolution.
Business impact
Delayed escalations lead to frustrated customers, agent burnout, and reputational risks..
Page 3: The AI Support Layer That Pays for Itself
Real-world results from agent assist tools
Agent assist systems boost productivity by 10% to 15% according to studies from Fortune 500 firms.
Contact centers using topic mining have reported 20 percent fewer calls, a 37 percent increase in First-Call Resolution, and customer satisfaction improvements from 66 percent to 84 percent. Source
Strategic levers enabled by Agent Helper
Contextual knowledge surfaced in real time within the agent workflow.
Macro suggestions and case summarization to reduce handle time and empower agents.
Analytics-driven insight to identify friction points, content gaps, and escalation triggers.
Page 4: How Agent Helper Solves the Escalation Dilemma
Strategic levers enabled by Agent Helper:
Contextual knowledge surfaced in real time
Macro suggestions and case summarization
Analytics to identify friction points and escalation triggers
Sentiment, intent, and urgency analysis to reduce unnecessary escalations
Automating case summarization and context transfer for efficient handoffs
Lowering AHT by equipping agents with relevant information exactly when they need it
Learn More about SearchUnify Agent Helper
Page 5: Three Strategic Questions for Support Leaders
Can your agents resolve more cases without escalating?
If 20 to 25 percent of cases still escalate, there is room for efficiency gains.
Is your Average Handle Time optimal for the complexity of your support environment?
With Average Handle Times between 9 and 10 minutes, how close are you to best-in-class benchmarks?
Do you analyze why escalations happen?
Understanding root causes is essential for improving customer experience, reducing costs, and optimizing content strategy.
Closing Thought and Call to Action
In customer support, speed is important but context is critical. Your agents cannot deliver exceptional customer experience without real-time intelligence at their fingertips.
See how Agent Helper can reduce escalations, shorten handle times, and unlock meaningful customer experience improvements without disrupting your existing technology stack.
See the Fit: Request Your Personalized Demo
Boilerplate
SearchUnify is an enterprise agentic platform by Grazitti Interactive built on a
machine learning and insights engine. The platform boasts a suite of AI-powered
products, including Cognitive Search, SearchUnify Virtual Assistant (SUVA), Agent
Helper, Knowledge Enabler (Knowbler), Community Helper and SearchUnifyGPTTM.
Leading enterprises globally rely on SearchUnify to revolutionize information
discovery and elevate support outcomes.
