The formula
Manual support cost = tickets × handle time (hrs) × rep hourly cost. AI-assisted cost = escalated tickets × handle time × rep cost + tickets × AI cost/ticket + platform + QA. Net savings = manual − AI-assisted. ROI% = net savings ÷ AI-assisted cost. Payback = setup cost ÷ net savings.
Questions
How many tickets do I need to automate to break even?
Enough that the labour saved exceeds your AI and platform costs. This calculator computes the exact break-even resolution rate for your numbers.
What AI resolution rate is realistic?
Well-tuned support bots with good knowledge bases commonly resolve 40–70% of tickets fully. Complex or regulated domains sit lower; simple FAQ-heavy products higher.
What is a good payback period?
Many support automation projects pay back setup costs within a few months. If payback exceeds a year, revisit resolution rate and platform cost.