How to reduce customer wait times with AI voice agents

AI voice agents cut customer wait times in two ways: removing work from the queue through self-service deflection, intelligent routing, agent assist, and demand prediction, and answering instantly with no hold. SQM Group found customers abandon calls at 2 minutes 36 seconds on average, while ContactBabel put the UK mean abandonment rate at 8.4% in 2024. Vapi says a first voice agent can be stood up from its dashboard in minutes, then measured on ASA, abandonment, and first-call resolution.