Customers don’t want to wait. And their wait is costing you.
In retail, every second a customer waits is a second closer to losing them. Long hold times not only frustrate people, but also lead to abandoned carts, negative reviews, and lost loyalty. Callers are waiting longer than ever to speak to someone, and many aren’t sticking around for more than a few bars of hold music. Expectations have shifted. If your brand can’t meet them, another brand will.
The good news? AI is finally proving useful in contact centers, in ways that are measurable, scalable, and—perhaps surprisingly—agent-friendly.
Why Wait Times Are Really a Workflow Problem
The biggest delays in contact centers aren’t always on the phone lines. They’re hidden behind the scenes:
- The 60-90 seconds (or more) agents spend writing post-call notes
- Time lost toggling between tools or rechecking policies
- Missed opportunities to resolve simple issues before they even hit the queue
Retail support teams don’t just need more hands on deck. They need smarter systems that remove friction, guide action, and reduce the time it takes to respond and resolve.
AI Helps Reduce Wait Times in 3 Key Ways
While many industries are still searching for ROI from AI, contact centers are the outliers, already seeing measurable impact. Here’s where retail contact centers are seeing the biggest gains:
1. Automated Resolution that Actually Resolves
Basic bots can deflect (and frustrate) customers. But AI can actually resolve their issues.
Some AI platforms, like Sidd, can execute end-to-end tasks—think: processing returns, checking order statuses, or even applying policy logic to more complex workflows—without API integration, navigating tools like an agent would. That means more customers get what they need without ever waiting in a queue, and agents are freed up to handle the issues that really require a human touch.
Key benefits:
- Lower overall contact volume
- Higher first-contact resolution
- Stronger customer satisfaction
2. Smarter Triage and Prioritization
Not every customer needs the same thing, or requires the same urgency. AI can assess the intent behind a contact in real time and flag high-priority interactions (like VIPs or high-value carts) for faster routing. It can also direct routine issues to self-service or automation flows.
Key benefits:
- Reduced strain on agents
- Faster routing to the right channel
- Better use of support resources
3. Less After-Call Work, More Next-Call Readiness
Even after a call ends, the clock keeps ticking. AI can auto-generate clear, compliant, brand-aligned case notes in seconds, shaving precious time off every interaction. It can also guide agents in real time with policy prompts, empathy cues, and best-practice reminders that reduce mistakes and repeated work.
Key benefits:
- Shorter overall handle times
- Fewer errors and escalations
- Empowered, more confident agents
AI Helps with Support Beyond the Phones
While wait time in the context of customer service usually refers to voice channels, the same AI capabilities helping with phone queues are bolstering email, chat, and SMS, too. In asynchronous channels, automation can draft agent-ready replies, summarize context across threads, and even complete tasks in the background. In other words, it accelerates resolution without sacrificing the personal touch. Beyond hold time for phone queues, AI is also shortening response time and improving quality across the board.
Retail Contact Centers Are Equipping People, Not Replacing Them
AI isn’t taking over the contact center. Brands that have tried to go AI-only have quickly backtracked. But what AI can do is make customer service run smarter and more efficiently, reducing the repetitive work that slows down teams and frustrates customers. Tools built for the everyday reality of contact centers, like Sidd, are proving that AI can improve both speed and culture. The right tools don’t just make support faster—they make it better for everyone involved.
If your AI strategy doesn’t reduce wait times, it might be time to rethink it. Look for solutions that integrate easily, support your teams, and deliver measurable ROI fast. Because when the wait is over, customers get more than just faster service. They get a better customer experience.
Curious what this looks like in practice?
Learn how Laivly is helping retail contact centers resolve faster, triage smarter, and cut down wait times without cutting corners.
