Generative AI for Customer Support – Analyzing Return on Investment and Business Outcomes

In the season finale, Patricia unpacks how to measure the real impact of generative AI in support operations. She explores the many dimensions of ROI—from cost savings and efficiency gains to improved customer satisfaction and agent productivity. The episode emphasizes that while financial returns are important, so are qualitative outcomes. Understanding the full spectrum of ROI drivers helps organizations make smarter investment decisions and continuously refine their AI strategy.

Key Takeaways:

• Identify key ROI drivers for GenAI initiatives
• Connect investments to measurable cost savings
• Assess how GenAI impacts core success metrics
• Explore multiple ways to calculate and demonstrate ROI

Watch the full episode