ROI of Generative AI - Unraveling the Business Case
Introduction
In the era of digital transformation and automation, AI applications are at the forefront of innovation.
As a leader in customer relationship management, balancing human and automated services for optimal customer satisfaction is essential.
Without an innovative approach, survival in the age of transformative technology becomes a challenge.
You can generate as much as 161.44% ROI by using AI to summarize cases
Automation, particularly in customer relationship management, can unlock numerous advantages that enhance efficiency, reduce costs, increase customer satisfaction, and provide a competitive edge.
The Need for AI
Globally, 73% of businesses have adopted AI systems and automated their business strategies. If you’re still using an outdated playbook to manage your workflow, it’s time to consider the benefits of AI in customer relationship management:
| Use Case | Description | Resources |
|---|---|---|
|
ROOT CAUSE ANALYSIS |
Reduce response and resolution time.
|
|
|
CASE DATA SUMMARIZATION |
Summarize customer data |
|
|
ACCOUNT 360 |
Review historical data |
|
|
GENERATE ROI |
Cut customer support cost
|
|
|
SENTIMENT JOURNEY |
Predictive analysis to improve CSAT |
Before investing in AI for your Salesforce org, it’s crucial to conduct an ROI analysis. Let’s examine the average expenditure of successfully executing the verticals of customer support.
Cost of Manual Customer Support
Consider a call center providing customer support for a business. The approximate numbers and costs are as follows:
| Number of Agents | Average Calls Taken by Agent/Day | Average Time to Read Case Details | Hourly Cost of a Call Center Agent | Daily Expense on Manual Case Summarization |
|---|---|---|---|---|
|
100 |
40 |
3 minutes |
$30 |
$6000 |
The daily ‘Case data summarization tax’ is $6000, which also results in longer waiting times for customers.
But what if your numbers are different? Plug in your numbers here.
Impact of Grunt Work
Grunt work, tasks that are not an employee’s primary role, can significantly impact a business’s profitability.
For instance, a customer service rep handling paperwork, reading case summaries, and storing records wastes valuable time that could be better spent serving customers.
Role of AI in Eliminating Grunt Work
AI can help eliminate grunt work and empower customer service reps by assisting them in various aspects of their jobs:
- Customer preference: AI can deliver a more personalized and satisfactory experience by identifying customer preferences.
- Workflow management: AI can automate small, time-consuming tasks that require human intervention, like invoicing, data entry, and outreach efforts.
- Sentiment Tracking: AI can help customer service reps understand a customer’s satisfaction levels before taking over the conversation.
Bring Gen AI In Your Salesforce
Why spend thousands of dollars when you can get a Free trial of AI in your Salesforce securely and in compliance with regulations?
Get NowWatch DemosSalesforce + GPTfy is The Key
GPTfy, a Salesforce AppExchange App, uses AI to auto-generate case summaries. It can securely process cases, related emails & notes and automatically add them to case records for the agent.
GPTfy can reveal actionable insights into how to approach your business with Salesforce.
Consider the same call center spending $6000 daily on manual case summarization. If they leverage OpenAI’s summarization capabilities, customer service reps can review a 120-word case Summary instead of hundreds of documents, responding to inquiries faster. The results are significantly different:
| Manual Case Summarization | Case Summarization - GPTfy+AI |
|---|---|
|
Number of Agents - 100 |
Number of Agents - 100 |
|
Calls Taken/Day/Agent - 40
|
Calls Taken/Day/Agent - 40
|
|
Avg. Time To Summarize & Read Case Details - 3 Minutes
|
Avg. Time To Summarize & Read Case Details - 1 Minute
|
|
(Avg.) Hourly Cost of a Call Center Agent - $30
|
(Avg.) Hourly Cost of a Call Center Agent - $30
|
|
Daily Manual Case Summarization Tax - $6000 |
Daily Case Summarization Cost with GPTfy+AI - $2000 |
You can save as much as $4000 every day with GPTfy+AI.
How did we get to this conclusion?
Run your numbers here and find out how much you can save daily.
Calculating ROI
For an investment of $59,000 on AI, you can save more than $700,000. The payback period is short, with the initial investment recovered in less than a year.
Find out your daily cost of running AI and your annual investment here.
The GPTfy Advantage
GPTfy, a 100% Native Salesforce AppExchange App, allows businesses to AI-enable their Salesforce users. For $19.99/User, businesses can go live in hours and securely bring AI to their Salesforce.
GPTfy Use Cases- Service Cloud
| Goals | Function | Description | User |
|---|---|---|---|
|
Improve Service |
Summarize Case + Analyze Sentiment |
Provides a bird's eye view of a Case, related case comments and email - including overall sentiment of the interactions. |
Support Rep, Call Center & Support Management |
|
Improve Service |
Root Cause Analysis |
Conducts a root cause analysis based on the Case, case comments, and related emails. |
Support Rep, Call Center & Support Management |
|
Improve Service |
Send an email to Case contact |
Writes a draft email to the case contact - Rep can personalize the tone, and edit the generated draft. |
Support Rep |
Click on the Download PDF button below for more information
GPTfy Use Cases- Sales Cloud
| Goals | Function | Description | User |
|---|---|---|---|
|
Boost Sales |
Welcome email for new leads |
Drafts emails in response to initial inquiry from a lead. This can include links to data sheets and websites. Rep can customize the generated draft. |
Account Executive, Sales Management |
|
Boost Sales |
Territory realignment & easy onboarding |
Bring a new Sales rep up to speed on a new territory / after territory realignment by providing an account summary |
Account Executive, Sales Management |
|
Boost Sales |
Reduce Sales related gruntwork |
Reduce the grunt work to manually collate all the sales info and notes by summarizing opportunities in the pipeline. |
Account Executive, Sales & SalesOps Management |
Click on the Download PDF button below for more information
Conclusion
The integration of AI into your Salesforce org can deliver significant ROI.
GPTfy, with its AI-driven automation, can improve decision-making, generate the desired ROI, and cut costs. The right time to get GPTfy is now.
For more information about what you can do with Salesforce and AI, Book a Free Demo!
Rahul Gupta
Rahul combines expertise in Salesforce, AI, and data security to enhance sales and compliance at GPTfy and Cloud Compliance, while using tech for social impact at Chance Foundation, aiding youth and benefiting clients like Google and Coinbase.
Blogs you may find interesting
Salesforce + ChatGPT: Do more with less
In the last few months, We met a lot of sales and service folks. And what we heard from them shocked and saddened us
How is technology hurting your sales users?
66% of Sales rep says that they are drowning in tools, how they negatively impact your team’s productivity and success
Generative AI and Salesforce CRM: How to utilize it?
Generative AI is here and will explode and become part of every industry and revolutionize them. We will see things we have never seen before.