The formula is simple. Tickets deflected multiplied by your cost per ticket, minus what the platform costs. What makes this worth twelve minutes is how carefully each of those three numbers gets pulled apart, and how easy it is to get all three wrong.

Cost per ticket is where most business cases quietly go wrong, because salary alone is not the cost of a support representative. Deflection is where the second error lives, and the guidance is to plan against a conservative rate rather than a vendor's best-case slide. The last section is the one to bring to your own vendor conversations, because deflection on its own is a bad success metric. Written for the person who has to defend the spend to a CFO or a board. Pair it with the ROI calculator to run the same math on your own numbers.

What this video covers

• Why most support leaders cannot answer the only question their CFO asks about automation
• The net savings formula, tickets deflected times cost per ticket, minus platform cost
• Why the deflection rate you should plan against is lower than the one in the pitch deck
• What a fully loaded cost per ticket includes beyond salary, benefits, tooling, overhead, training, and management time
• You need four numbers before you model anything, starting with a twelve-month average ticket volume rather than a flattering month
• The metrics to track alongside deflection, resolution rate, satisfaction on AI conversations, and whether escalated cases resolve faster

Chapters

• 0:00 The question every executive actually asks
• 0:57 Why support teams are looking at automation now
• 2:29 The formula your finance team understands
• 2:48 Why your deflection assumption is too high
• 3:07 What a fully loaded cost per ticket includes
• 4:04 The four numbers to gather first
• 6:18 What the case studies actually show
• 8:25 The metrics that separate success from an expensive mistake
• 9:39 Strategic value that never reaches the spreadsheet
• 10:50 Running the math on your own numbers