The No-Touch-Rate (NTR) represents a groundbreaking metric in the field of customer interaction analytics, specifically designed to measure the effectiveness of AI-driven automation in handling end-to-end customer interactions without human intervention.
- Type: Performance Metric
- Domain: Customer Service, AI Automation
- Scale: 0-100%
- Optimal Range: Varies by industry and Strategy
Definition
The No-Touch-Rate quantifies the percentage of customer interactions that are successfully resolved through automation and artificial intelligence without requiring human intervention. This metric serves as a key indicator of operational efficiency and automation success in modern customer service environments.
Calculation
Interactive NTR Calculator
Calculate your No Touch Rate to see how well your automation is performing. Higher NTR indicates better automation efficiency!
Use Cases
E-Commerce
Measuring automated order processing, returns, and customer inquiry resolution
Contact Centers
Tracking AI-handled customer support tickets and inquiries
Self-Service
Evaluating digital self-service success rates
Communication
Assessing automated response systems and chatbot effectiveness
Benefits
Performance Tracking
Measure and optimize automation effectiveness
Cost Efficiency
Identify opportunities for operational savings
Benchmarking
Compare performance across different channels
Customer Experience
Enhance service delivery and response times
Customer Satisfaction
Improve CSAT through consistent, instant responses
Scalable Growth
Handle increasing volumes without proportional cost