Aegis CX Efficiency Calculator

This model uses industry-standard benchmarks from Amazon Connect, Genpact, McKinsey, and other published sources. All assumptions are conservative midpoints of documented ranges.

AI Agent Assist & AHT Reduction

• AI-powered agent assist reduces average handle time (AHT) by 15–35% (Amazon Connect / Genpact data). This model uses 20% as the default midpoint.
• AHT reduction is applied only to the portion of calls handled by human agents (total volume minus AI-deflected calls).

First Call Resolution

• AI assist improves first call resolution by 15–20%. This model uses 17.5%. Improvement reduces repeat call volume proportionally.

After-Call Work Automation

• AI summarization reduces post-call documentation time by 40–60%. Default: 50% reduction on an assumed 4-minute ACW per call.

Agent Onboarding

• AI-assisted onboarding reduces time-to-proficiency by 20–30% (McKinsey). Default: 25% reduction on an 8-week ramp, applied to 15% annual agent turnover.

Sentiment & Escalation

• Real-time sentiment analysis with supervisor alerts reduces escalation rate by 5–10%. Default: 7.5% reduction on a 12% base escalation rate.

Appointment Scheduling (if applicable)

• AI self-service deflects 75–90% of scheduling calls. Default: 80%. Remainder handled by human agents.
• Separate reminder tool elimination saves $3–$8 per appointment managed monthly. Default: $5.50.

Hold Times & Callback (if applicable)

• AI callback scheduling reduces abandonment rate by 30–50%. Default: 40% of current abandoned calls recovered.

Transfer & Routing (if applicable)

• AI intelligent routing reduces transfers by 20–40%. Default: 30%. Each avoided transfer saves 2–4 minutes of AHT. Default: 3 minutes.

Estimated Investment

• Investment components include Amazon Connect Unlimited AI (per agent/month), DID numbers, outbound usage, Aegis CX managed services (tiered by total minutes). A placeholder is used for managed services in your current environment that is below current market rates but makes the comparison between options valid. Professional services (one-time) are NOT included.