According to Gartner, Agentic AI is one of the top strategic technology trends in 2025. This means that AI agents are reshaping various industries, especially customer support.
From boardrooms to brainstorming sessions, Agentic AI has become a strategic priority for support leaders. They’ve turned their attention to how AI agents can transform customer support operations.
Indeed, Agentic AI holds bold promises—personalized Support, cost optimization, enhanced agent efficiency, and more!
Well, measuring the tangible and intangible ROI of AI agent solutions is crucial. It serves as a benchmark for decision-making. This blog explains key ROI measuring metrics, different use cases, and tools to facilitate smarter decisions for support leaders. So, let’s dive in!
How Agentic AI Solutions Improves ROI- Key Metrics for Success
AI agent solutions possess the ability to directly impact KPIs that hold great significance for senior stakeholders and deliver significant business growth.
So here are key metrics indicating its contribution to measurable ROI:
Cost savings from reduced manual intervention
Imagine a scenario where 70% of customer queries get resolved through an Agentic AI-powered search solution. Sounds amazing, right?
Agentic AI solutions automate various repetitive tasks, such as solving L1 queries, creating cases, and many more, without human intervention. This not only saves time but also reduces labor costs and enables employees to focus on more strategic tasks.
Improved agent efficiency
Customer support agents often struggle to provide timely and well-informed responses to customer queries, even after spending hours. This is where agentic AI steps in.
The auto-generation agent, powered by agentic AI, analyzes case fields and information sources and auto-generates responses. Such prompt responses significantly solve cases faster and enhance support agent efficiency, allowing them to handle multiple cases in less time.
Consequently, increased efficiency leads to quicker task completion, lower overheads, and better resource allocation, ultimately boosting productivity.
Enhanced customer satisfaction
Hassle-free self-service enhances overall customer satisfaction and experience. An Agentic AI-powered search solution has made this possible. It extracts and organizes information from various sources, comprehending user queries’ intent and delivering personalized results.
Satisfied customers often stay loyal to one brand, increasing customer retention and recurring revenue and lowering customer acquisition costs.
Prevent case escalations
Escalations are expensive. They not only consume support agents’ time but hamper customer satisfaction, too.
Imagine having a system that anticipates and resolves customer issues before they arise. The Escalation Prediction Agent, powered by Agentic AI, possesses this ability. It performs situational analysis and provides valuable insights into case sentiments, predicting which support case will likely escalate.
As a result, agents proactively solve customer issues before getting out of control. This not only minimizes customer frustration but also reduces support costs by decreasing escalations.
The ROI of Agentic AI: Is It Worth the Investment?
Businesses are increasingly turning to Agentic AI to enhance efficiency and customer experience, but does it justify the investment? Let’s check out this instance for better understanding.
Save cost with intelligent search and retrieval
Consider a scenario where:
- Number of Annual Cases – 12,000
- No. of support reps – 100
- Cost Per Case – $120
- Hourly Wage – $20
- No. of support reps churning per year – 10%
- Training Cost – $180
- Attrition Cost (Support Reps churning per month)- $190
Then,
Case incurred per year (Before Agentic AI search solution): $12000
Cost incurred per year((Before Agentic AI search solution): $1440000
Hence, overall case deflection is 65%, including 70% case deflection at stage 1 and 5% case deflection at stage 2.
Unlock Maximum ROI with SearchUnify Agentic AI Platform
ROI is a key factor that can’t be ignored when it comes to investing in Agentic AI. However, leveraging SEAP allows you to invest in solutions that offer tangible ROI. Whether it’s a cognitive search for self-service success, an Agent helper for improving agent efficiency, or a Knowbler for knowledge management, each Agentic AI solution propels your business to success.
