How to Measure ROI from AI Voice Automation

Measuring ROI from AI voice automation is crucial for understanding the impact of your investment and making informed decisions about scaling or optimizing your implementation.

Key Metrics to Track

Cost Metrics

• Cost per Interaction: Compare the cost of AI-handled calls versus human agents.
• Total Cost of Ownership: Include setup, maintenance, and operational costs.
• Labor Cost Savings: Calculate savings from reduced headcount or overtime.

Efficiency Metrics

• Average Handle Time: Time to resolve a customer inquiry.
• First Contact Resolution: Percentage of issues resolved on first contact.
• Call Volume Capacity: Number of calls handled per period.

Quality Metrics

• Customer Satisfaction (CSAT): Post-interaction satisfaction scores.
• Net Promoter Score (NPS): Customer loyalty and advocacy.
• Resolution Rate: Percentage of inquiries successfully resolved.

Calculating ROI

To calculate ROI, compare your total investment (implementation costs, monthly fees, maintenance) against the total benefits (cost savings, revenue increase, efficiency gains).

Common ROI Scenarios

Many businesses see ROI in 3-6 months through reduced labor costs, increased capacity, and improved customer satisfaction leading to higher retention and revenue.