Tag

support ROI

2 articles

Customer Support

The Payback Case for an AI Support Deflection Agent

An AI support agent promises to deflect tickets at near-zero marginal cost. The payback case is real but depends critically on implementation quality, knowledge base completeness, and the ticket type mix that the agent actually handles. Here is how to build the business case.

Jun 21, 20269 min read

Customer Support

Building a Ticket Deflection ROI Model That Holds Up

Most deflection ROI calculations collapse under scrutiny because they count deflected tickets without accounting for deflection quality, re-contact rates, and the true cost per ticket resolved. Here is a model that survives a CFO review.

Jun 21, 202610 min read