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Top 10 Benefits Of Decision Trees In Customer Service

7 mins read

Whenever people make decisions, it is general practice to weigh out all the options available and come to the best possible answer. Decision trees in the contact center setting help precisely with this. Decision trees analyze the outcomes of every possible decision a customer takes. 

Decision Trees have multiple benefits. Overall, it enhances customer experience, which is reflected in improved Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and First Call Resolutions (FCRs).

What exactly are Decision Trees?

The customer-first mindset across the organization makes the support agents provide better service. When customer-centric solutions exist, the support teams do not have to make any, focusing on delivering those solutions. One such solution is a simple visual tool called the Decision Tree. It is a structural graph in the form of a tree which starts with a particular decision or query.

This is followed by questions and possible consequences with predefined responses to them. Decision trees follow a sequence wherein the top node states the query branching into possible user responses. It further branches into questions, i.e., sub-nodes with their answers. The tree terminates at a node when the solution is arrived at or cannot be further broken down.

Top 10 benefits of decision trees

According to a survey by American Express, 62% of respondents said that their recent positive customer experiences were partly due to the service representative’s knowledge and resourcefulness and how they were representative. To help representatives make decisions on their feet, the knowledge presented in the form of decision trees can render instrumental because of the following benefits:

1. Step-by-step approach

It is a step-by-step graphical approach that works on the probable outcomes. Each result is identified, which branches into further analysis, and the decision tree traces different paths to their conclusions. In this manner, it helps prepare a comprehensive yet easy-to-understand breakdown.

2. Versatile

Several problems and queries can be solved with the help of decision trees. In addition to that, both numerical and variable data can be entered into a decision tree which makes it helpful in substantiating information. An organization that integrates a Decision tree software in its systems can streamline most customer problems.

3. Easy navigation

Presenting data in a decision tree makes its navigation simpler because each decision tree features a unique decision. One can easily search for decision trees using just one keyword and get relevant data results on the supported knowledge management platform. Decision trees clarify ambiguity and allow the agents to generate quick resolutions with specific solutions.

4. Reduces Average Handle Time

AHT measures the average time to handle a particular call from the beginning to the end until a resolution is provided when decision trees are used. This is because decision trees are stored as a guided explanation; it makes the agent deliver solutions quickly, reducing AHT.

Benefits of decision trees for call center agent

5. Deliver actionable solutions

The benefit also extends to experienced agents because they can deliver solutions with a ready resource at hand. Support teams can arrive at the correct resolution for customers by traversing the steps of a decision tree. 

6. Time-saving

Decision trees can also generate situational training, with each tree simulating different situations in a structured manner. Housing training guides in lengthy documents make understanding this knowledge cumbersome. However, decision trees guide agents in a friendly and time-saving way.

7. Training tool

Decision trees help with customer service and serve as a training tool for the support staff. In a report by SHRM, the graphical question and response pattern can reduce the onboarding time of new agents by up to 80%.

Benefits of decision trees for support costs reduction

Businesses focus on cost optimization as much as they focus on profit maximization. As customer service becomes increasingly essential, operational expenses also rise. The following are the main areas how decision trees help reduce support costs.

8. Call cost-cutting

A decision tree is designed very precisely to remove any loopholes. They can reduce the back-and-forth communication with the customer and result in First Call Resolutions (FCR). Increased FCRs can reduce the number of calls and potentially bring down the overall cost.

9. Less personnel

In another alternative, decision trees also function as a call deflection tool redirecting customers to troubleshoot problems using the decision tree themselves. By providing this automated support, the employee expenses can also shrink since a minor support team would be required.

10. Self-service for customers

Some decision trees are accessible to customers through self-service options. This means queries are solved using decision trees by customers themselves. The fewer the support tickets, the lesser the time spent on them, and the more is the customer service costs.


Decision trees can be looked at as step-by-step workflows that give high accuracy, adhere to SOP compliance, and are adaptable in addressing any customer problem. Through their structure, decision trees provide the flexibility to record data intuitively as per business needs. By implementing a customer-service process that is easy to understand, easy to use, and easy to access, time and money-saving benefits of decision trees will naturally follow.

Choose Knowmax as your platform of choice for integrating an Interactive Decision Tree software that will help your organization provide a consistently enhanced customer experience.

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