Calculation methodology

The following are considered in the calculation of the output values:

• Service Cost is used as the base of calculation determined by number of agents × (Monthly salary × 12).

• Agents are considered 100% of their time dedicated to tickets (equal to 40 hours a week) that can be automated.

• Automation % directly correlates to the volume of contacts removed.

• An additional percentage average handle time reduction is applied (considering eligability, adoption and effectiveness) to any time remaining after automation due to information capture expediting agent resolution on uncontained tickets.

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

• Savings:

((Total Cost to Serve × Automation rate) + (Cost of Remaining Contacts × AHT Reduction)) - Cost of Automated Resolutions over Allowance per plan

• Annual time saved:

Definition: Time saved by automating contact removal and capturing information on un-contained contacts (not resolved by AI Agent), which reduces human agent handle time.
Formula: (Automated tickets × handle time) + (Non-automated tickets × handle time × handle time 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 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 (total 100% occupancy)) ÷ Current annual service cost

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