Based on our experience and feedback from customers, on average cost per human customer service contact is EUR 3 to 5, depending on the market, the complexity of the questions, and the industry. The calculation can be performed by dividing the operational costs (OpEx) related to human agents by the number of contacts handled.
A truly intelligent chatbot can automate around 60% of all the customer contacts, out of which it can fully resolve around half. Depending on the case, the resolution rate can be increased even up to 70%. This means that with 5000 incoming customer inquiries per month and 60% bot automation, a company will save EUR 10,500 on costs. Of course these numbers may vary depending on the industry, specifics of the implemented chatbot and business operations of the company.