AI & Automation · AI Strategy · Medium · 25-35 min

GenAI to Deflect 30% of Call-Center Volume

Last updated 2026-07-29

What is this case about?

A company's contact center handles 8M calls a year at roughly $6 per call. The COO wants generative AI to deflect 30% of volume within 12 months. The CX team worries about hallucinated answers and brand damage; the CFO has approved a pilot budget but wants the business case. You are asked whether 30% is achievable and how to roll it out safely.

Where strong candidates start

  • Segment call types — which are simple/repetitive (good for AI) vs complex/emotional (keep human)
  • Build the savings case — deflectable volume × cost per call, net of platform and integration cost

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