First response time (FRT)

First response time (FRT) measures how long it takes for a business to reply to a customer after they’ve reached out. It’s usually tracked from the moment a customer submits their inquiry (via chat, email, social media, or another channel) until the first meaningful reply is sent. “Meaningful” is key here; an automated “we’ve received your message” acknowledgment doesn’t count. The clock stops when the customer gets an actual response that begins to address their issue.

Because today’s customers expect speed as much as accuracy, FRT has become a central metric in evaluating service performance. A short first response time can set the tone for the entire interaction, signaling that the customer’s time and concern matter. A slow one can create frustration before a solution is even attempted.

How first response time works

First response time can be calculated for individual channels or as an overall service metric. For example, a company might track FRT separately for:

• Live chat, where customers expect answers within minutes (or even seconds)
• Email support, where a few hours might be acceptable depending on industry standards
• Social media, where speed can influence public perception

The formula is:

FRT = (Sum of first response times for all cases) ÷ (Number of cases)

This gives an average, though many teams also track median FRT to avoid skew from outliers.

However, measuring is only the start. The real value comes from interpreting what’s behind the number. A low FRT is generally good, but only if the quality of that first reply is high. This is why many teams pair FRT with an agent quality score, which measures how helpful and empathetic the first reply is. A rushed, unhelpful answer can create more work and lower customer satisfaction in the long run.

Why first response time matters for AI in customer experience

AI-powered customer service agents can transform FRT without sacrificing quality. They can respond instantly to common questions, no matter the time of day or the volume of requests. Reducing FRT can also lower the call abandon rate, since customers are less likely to hang up or close a chat window when they’re acknowledged quickly.

This speed is particularly valuable in:

• Handling peak periods – AI can absorb surges in demand without making customers wait.
• Maintaining consistency – Responses can follow brand guidelines and service policies every time.
• Capturing context – AI can pull from customer history and current interaction details to make the first reply both fast and relevant.

For complex issues, AI doesn’t replace human agents but acts as a front line to gather necessary information and route the case to the right specialist. The result is a low FRT and assurance that, when a human steps in, they already have the background they need.

First response time as a measure of care

First response time is a sign that you’re paying attention. Even if customers aren’t counting the exact minutes, they notice the difference between getting an answer right away and having to wait.

With the right tools like AI agents, companies can respond fast and still keep the conversation meaningful without adding more staff. That speed can turn into a real advantage. The sooner the right conversation starts, the quicker the problem gets solved, and the stronger the connection with the customer.