The Total Economic Impact™ of boost.ai's Conversational AI Platform
A commissioned study by Forrester Consulting reveals how organizations achieve 293% ROI, reduce service costs, and unlock new revenue with boost.ai.
Key financial highlights
- 293% ROI over three years
- $19.9M net present value (NPV)
- 70% of customer inquiries automated
- Payback achieved in less than 12 months
Organizations today are under pressure to handle increasing volumes of customer inquiries while improving service quality and controlling costs. To address this challenge, many are turning to conversational AI.
Forrester Consulting conducted a Total Economic Impact™ (TEI) study, commissioned by boost.ai, to evaluate the financial and operational impact of its conversational AI platform. The study is based on interviews with enterprise users and a modeled composite organization, providing a structured framework to assess costs, benefits, and risks.
Quantifiable business impact
The study found that organizations using boost.ai achieve significant, measurable business impact over three years.
A 293% return on investment is driven by a combination of operational savings and revenue growth. Total benefits reach $26.7 million compared to $6.8 million in costs, resulting in a net present value of $19.9 million. Organizations also achieve a payback period in under 12 months, enabling fast time-to-value.
Operational efficiency: saving costs through automation
One of the biggest drivers of value is cost reduction through automation.
The platform handles approximately 70% of incoming customer inquiries, significantly reducing the need for human intervention. As a result, organizations are able to reassign customer service employees to more valuable work. This leads to more than $15.7 million in FTE reassignment savings over three years.
Revenue growth: turning service into a value driver
Conversational AI also enables revenue growth by transforming customer service from a cost center into a value driver.
As routine inquiries are automated, employees are retrained to focus on higher-value activities such as cross-selling and upselling. This shift results in more than $10.9 million in income uplift over three years.
With AI handling repetitive tasks, human agents can focus on meaningful customer interactions that directly impact revenue.
"With boost.ai we are able to automate a lot of inquiries coming in, and we have been able to improve the quality of service to our customers." Head of Innovation, Financial Services
Download the full report to explore the complete financial model, detailed cost and benefit breakdown, and the methodology used by Forrester to calculate ROI.
Learn how conversational AI can reduce costs, increase revenue, and transform customer service operations in your organization.
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