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Chatbot ROI. Deflection + lift.
Agent hours saved + sales lift vs platform + setup. The full picture of what a chatbot actually returns.
Inputs
Results
Chats deflected
2,800
per month
Labor saved
$13,067
per month
Net benefit
$11,567
per month
Payback
1 mo
setup / monthly
Benchmark
Fast payback
1 months — deploy and scale.
How it works.
Always score CSAT pre/post-launch. A bot that saves 30% of agent time but tanks satisfaction creates churn downstream that erases the savings.
FAQ.
What's a realistic chatbot deflection rate?+
30-50% of tier-1 questions for mature deployments, 10-25% for new ones. Anything above 70% is either misleading metrics or unhappy users routing to email instead.
Support vs sales chatbot — different ROI?+
Yes. Support ROI = agent hours saved × hourly rate. Sales ROI = incremental qualified leads × win rate × deal value. Sales pays back faster when conversion lift is even 1-2%.
Should I worry about CSAT impact?+
Always. Score CSAT pre/post-bot. A bot saving 30% of agent hours but dropping CSAT 10 points is a net loss — churn picks up downstream.
AI chatbot vs scripted chatbot?+
AI (LLM-based) for unstructured questions, scripted for high-volume FAQs with predictable answers. Most teams need both — LLM for the long tail, scripted for the head.
When does a chatbot pay back?+
Internal-facing: 3-6 months. Customer-facing support: 6-12 months. Build-your-own with LLM fine-tuning: rarely under 18 months — buy a platform instead.