The virtual help center for digital scanning equipment produced by High

$-$

Tech Company processes

$1\mathrm{.}2$

$$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

$15$

$\%$

$.$