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)
- Scheduling calls are typically handled by higher-cost resources (front desk staff, clinical coordinators) at an estimated $38/hr fully loaded ($65K+ annual salary). These calls average 8 minutes, significantly longer than standard support interactions.
- AI self-service deflects 75–90% of scheduling calls. Default: 80%. The AI bot handles an average scheduling interaction in 2 minutes.
- Net savings per deflected call = human cost (8 min × $38/hr) minus AI cost (2 min × Connect + carrier rate). AI cost is transparently deducted.
- 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.
