AI customer-support savings calculator
Model support workload, automation coverage, human review and running costs before choosing a pilot.
What is this tool for?
Automating support creates value when routine requests are resolved accurately and difficult cases reach a person with useful context. This model separates eligibility from successful resolution and adds human review and escalation overhead. It helps identify a bounded pilot; it does not assume every request can be automated or that released hours become a payroll saving.
How it works
- Baseline hours = requests × current handling minutes ÷ 60. Automatically resolved volume = requests × eligible share × resolution share.
- After hours include unchanged handling for all unresolved requests, review for automatically resolved requests and extra handover time for eligible escalations.
- Capacity value = hours released × loaded hourly cost. Monthly net capacity value subtracts platform costs; first-year value also subtracts setup. Negative results remain visible.
A worked example
Illustration: 1,200 requests at eight minutes require 160 hours. With 35% eligible and 60% resolved, 252 requests are automatically resolved. Their review effort and the handover overhead of remaining eligible requests must still be counted.
What the results do—and do not—tell you
Staff capacity is not cash saved unless staffing costs actually change. No accuracy, response-time or service-quality improvement is assumed. Supplier availability, integrations, knowledge maintenance, privacy and approval controls need separate review.
What to do next
Choose one repeatable topic, document an approved answer source and compare resolution quality, escalations and actual staff time.
Model and guidance reviewed 10 November 2026. Financial scenarios use GBP; use a consistent VAT basis. No result is a quote or promised outcome.
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