AHT — Average Handle Time

The average time it takes to handle a customer call from start to finish.

AHT (Average Handle Time) is a key metric in service centers. It includes the call itself, hold time, and after-call work. A Voice AI agent dramatically reduces AHT: calls that take 8-12 minutes with a human agent are handled in 2-3 minutes with AI. According to McKinsey, reducing AHT by 40% leads to 25-35% savings in operational costs (Source: McKinsey, 2024).