Findings from the TEI study.
PolyAI commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises can realize by deploying PolyAI. Here’s what they found.
$10.3M in agent labor cost savings over three years
PolyAI enabled labor savings by automating a wide range of customer queries and issues, reducing the need for live agents to handle repetitive and routine tasks.
50% reduction in abandonment rate
PolyAI handled significant call volumes, answering and resolving more customers queries, which ultimately reduced abandonment rates.
25% decrease in agent attrition
Providing round-the-clock support, PolyAI allowed organizations to meet fluctuating customer demand without recruiting, hiring, and training new agents.
Payback in <6 months
PolyAI customers in utilities, healthcare and hospitality saw net benefits equal initial investment in less than two quarters.
“I track outside feedback from members - just overall ride-booking defects, complaints, and grievances, and PolyAI actually does a better job than a CSR in handling these instances. There are fewer booking errors and fewer complaints and grievances for rides booked by the bot versus a human.”
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