Calculation methodology

The following are the initial values used in the calculation of the output values:

• Cost per contact: ((Monthly cost per agent ÷ (38hrs × 4 weeks × 60min)) × Average handle time)

• Total annual cost to serve: Cost per contact × Average monthly tickets × 12 months.

• Total annual handle time: Average monthly tickets × Average handle time × 12 months.

The following are the output values and how they are calculated:

• Annual net savings:

Definition: Savings from the use of AI Agents
Formula: (Total annual cost to serve × Target automation rate) + (Cost of non-automated contacts × Target AHT reduction) - Cost of automated resolutions over allowance per pricing plan

• AHT reduction:

Definition: Total Contact Handle time reduction through the use of AI Agents
Formula: (Total AHT * Target automation rate) + (AHT of remaining contacts x Target AHT Reduction)

• Annual time saved:

Definition: Time saved by automating contact removal and capturing information on non-automated tickets (not resolved by AI Agent), which reduces human agent handle time.
Formula: (Annual automated tickets × AHT) + (Annual non-automated tickets × AHT × AHT reduction)

• Return on investment:

Definition: The benefit or profit gained relative to the amount invested.
Formula: Net savings ÷ Cost of investment

• Payback period:

Definition: The time, in months, required to recover the Zendesk subscription cost based on annual savings.
Formula: (Annual Zendesk subscription cost ÷ Annual net savings) × 12 months

• Service cost impact:

Definition: The net change in service cost after accounting for savings and adding the Zendesk subscription cost.
Formula: ((Revised cost to serve after savings + Annual Zendesk subscription cost) - Current annual service cost) ÷ Current annual service cost

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GS Neotek

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