Automation is often sold as a silver bullet: lower costs and 24/7 service. But Gartner predicts that by 2030 the cost per resolution for generative AI will exceed $3.
Rising data centre expenses and regulatory pressures may increase assisted service volume by 30% because customers will exercise their right to opt out of AI.
- Predicted GenAI cost per resolution
- >$3
- Potential assisted volume increase
- 30%
Total Cost of Ownership
CCL’s automation strategy service helps clients build an honest business case. We factor in cloud compute, training data, model maintenance, and compliance resources.
We benchmark these costs against human resourcing and consider intangible benefits like improved consistency.
Automation is a tool, not a panacea.
Selective Application
We identify which tasks are suitable for automation: high volume, clear logic and low variability. We design hybrid models where AI handles straightforward requests.
Our financial models show when automation generates savings and when it doesn’t, guiding clients to sustainable innovation.