The virtual help center for digital scanning equipment produced by High-Tech Company processes 1.2 million customer...

 

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The virtual help center for digital scanning equipment produced by High-Tech Company processes 1.2 million customer inquiries per year. Roughly 50% of the time, the chatbot can successfully resolve the customer question without the help of a live agent. Live agents are paid $22 per hour and stay on a call for six minutes on average. After High-Tech Company engaged in process benchmarking, the need for live agent intervention dropped by 15%. REQUIRED a. What was the annual salary cost of the live agents prior to benchmarking? x b. What is the annual salary cost of the live agents after benchmarking? What is the cost savings in one year? Salary cost of the live agents after benchmarking: $ Cost savings in one year: $ 85,000 x 0 x c. To determine the success (or failure) of the benchmarking process, what other financial and nonfinancial items would you consider? Classify each consideration as financial or nonfinancial. financial nonfinancial financial financial nonfinancial . Over how many years would the company realize the cost savings? 2. How does the increase in chatbot usage affect customer satisfaction? . Did technology costs increase in order to improve the efficiencies of the chatbots? . What was the cost of the study? . What is the average time of resolution of the customer questions before and after the improvements? The virtual help center for digital scanning equipment produced by High-Tech Company processes 1.2 million customer inquiries per year. Roughly 50% of the time, the chatbot can successfully resolve the customer question without the help of a live agent. Live agents are paid $22 per hour and stay on a call for six minutes on average. After High-Tech Company engaged in process benchmarking, the need for live agent intervention dropped by 15%. REQUIRED a. What was the annual salary cost of the live agents prior to benchmarking? x b. What is the annual salary cost of the live agents after benchmarking? What is the cost savings in one year? Salary cost of the live agents after benchmarking: $ Cost savings in one year: $ 85,000 x 0 x c. To determine the success (or failure) of the benchmarking process, what other financial and nonfinancial items would you consider? Classify each consideration as financial or nonfinancial. financial nonfinancial financial financial nonfinancial . Over how many years would the company realize the cost savings? 2. How does the increase in chatbot usage affect customer satisfaction? . Did technology costs increase in order to improve the efficiencies of the chatbots? . What was the cost of the study? . What is the average time of resolution of the customer questions before and after the improvements?

Answer rating: 100% (QA)

a Total inquiries per year 12 million Chatbot handles 50 of inquiries ... View the full answer