Summary
This document is a Total Economic Impact study commissioned by PolyAI and conducted by Forrester Consulting. It aims to evaluate the financial impact of PolyAI's conversational AI solutions on organizations. The study outlines the potential return on investment (ROI) that enterprises may achieve by deploying PolyAI, highlighting significant cost savings and business benefits. It details the experiences of four decision-makers from various industries who utilized PolyAI, revealing that the implementation led to substantial agent labor savings, avoided recruitment costs, and increased profits due to improved customer experiences. The study quantifies benefits over three years, including over 4.2 million calls resolved and a net present value (NPV) of $11.3 million. Additionally, it discusses unquantified benefits such as enhanced customer satisfaction and better data insights. The document also addresses the costs associated with PolyAI usage and implementation, providing a comprehensive financial analysis of the investment.
