Five Economic Models of AI in Customer Experience

Authors: Robin Gareiss, CEO and Principal Analyst Artificial intelligence (AI) is undisputedly the most important technology shaping customer experience (CX) today. Yet, many organizations still approach AI primarily as a cost-cutting tool. In reality, the economics of AI in CX are far broader. Companies that deploy AI strategically are seeing benefits across revenue growth, operational efficiency, and employee performance—not just reduced labor costs. In fact, 64.4% of companies have measured a direct benefit of AI in CX, and they’re typically doing so in six to 12 months. Anchored by several global research studies with more than 2,000 participants, Metrigy has identified five primary economic models that leading organizations are using to measure AI’s impact in CX. The most successful companies use all the models to ensure any use case involves a problem or opportunity that AI can solve with a return on investment in six months or less. The five models and their primary purposes are as follows:

1. Cost Efficiency – reduces the cost per customer service interaction
2. Revenue Acceleration – increases revenue per interaction
3. Risk Mitigation – reduces financial exposure
4. Customer Experience Boost – increases CSAT and customer lifetime value (CLV)
5. Employee Stability – reduces turnover and improves employee happiness

Interaction analytics feeds all the models by providing insights that help to determine whether ROI is achieved and how to continuously improve.