Serge BelovUse AI in your contact center where it pays, and know what it does to your staffing.
For operations, workforce management and CX leaders at contact centers and BPOs who are being asked what they're doing about AI, and want an answer backed by their own numbers.
Book a free 30-minute callWhy the usual math is wrong
Most business cases take the share of contacts AI will handle and cut staff by the same share. But AI takes the easy contacts first, so the ones left for your agents take longer. In this example, AI takes 30% of contacts and the staffing need falls about 10%. Staff to the simple math and the queue never catches up.
| Scenario | Contacts per half hour | Handle time | Agents needed |
|---|---|---|---|
| Today | 500 | 5:00 | 91 |
| AI takes 30%, if handle time stayed the same | 350 | 5:00 | 65 |
| AI takes 30%, and the harder calls that remain run longer | 350 | 6:20 | 82 |
A worked example with a made-up queue, not a client result. Erlang C, 80% of contacts answered in 20 seconds, before shrinkage.
What you get
A fixed-price assessment, in about two weeks:
- A ranked list of where AI would help and where it wouldn't, for your contact reasons, tools and clients.
- What each option would do to volume, handle time, staffing and service level, worked through with your own numbers.
- A buy, build or wait call on each, with rough costs.
- The risks to cover: client contracts, privacy and quality.
- A 90-day plan and a readout with your leadership.
Price
$3,500 CAD for the first two assessments, in return for a named case study. About $5,000 CAD after that.
Who you'd be working with
I'm Serge Belov, a software architect and consultant with 25+ years of experience building enterprise systems, automation and AI solutions.
I co-founded Erlangly, which makes workforce management software. If that comes up in the work, I'll tell you.
Start with a conversation
Thirty minutes, free, about what you've been asked to do about AI.
Book a free call