NICE has introduced the “AI Value Calculator,” an online tool designed to help contact centers estimate potential cost and time savings achievable through AI integration. Users input data such as location, team size, average call/chat duration, interaction volumes, wrap-up time, agent hourly wages, and industry type. The calculator then projects savings based on industry averages, allowing users to set automation targets for their interactions. While actual results may vary, the tool provides a foundational understanding of AI’s potential impact on metrics like first contact resolution, customer satisfaction, agent attrition, average handling time, agent satisfaction, and onboarding duration. Stephen Davies, NICE’s VP of International Marketing, emphasized the tool’s role in demonstrating tangible AI benefits, moving beyond generic solutions to showcase real value.
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