First-Response Time (FRT) is the duration between a customer submitting a support question and receiving an initial helpful response.
First-Response Time (FRT) is a customer service key performance indicator measuring the elapsed time between initial ticket creation and the first agent reply.
Traditional email support has an average FRT of 4 to 12 hours, while live chat queues often average 3 to 15 minutes during business hours.
AI website assistants reduce FRT to under 2 seconds 24/7/365, dramatically improving customer satisfaction and pre-purchase conversion.
SiteMind delivers instant sub-2s responses around the clock, eliminating support backlog during weekends and holiday sales rushes.
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Related Technical Concepts
Support Ticket Deflection Rate
Ticket deflection measures the percentage of customer support inquiries successfully resolved by AI without requiring a human agent.
Time-To-First-Token (TTFT)
Time-To-First-Token (TTFT) measures the latency between a user sending a message and the first visible word appearing in the chat window.
Self-Serve Customer Support
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