Customer Service Automation

AI classification and drafted replies for 1,200 monthly enquiries, with human review.

Potential annual value

€64,915

Estimated

Opportunity score

94 / 100

Estimated payback

4.5 mo

Indicative

Status

Prioritised

Current state

Enquiries per month: 1,200
Employees involved: 8
Hours/week per employee: 6 h
Loaded hourly cost: €42

Proposed state

01Incoming enquiry
02AI classification
03Knowledge retrieval
04AI response draft
05Human reviewRequired
06CRM update

Economics (estimated)

Current annual cost: €92.7K
Potential recoverable value: €64.9K
Implementation cost: €22K
Annual AI/tooling cost: €6K
Estimated net annual value: €58.9K
Estimated payback: 4.5 months
3-year potential value: €155K
Hours recovered / year: 1,546

Merjora Opportunity Score · 94 / 100

Economic impact92
Recoverable value relative to company revenue and cost base.
Automation potential88
Share of the process that is repetitive and rule-like.
Implementation effort85
Higher = less effort. Based on integrations and change required.
Data readiness78
Availability and quality of enquiry history and knowledge content.
Business readiness89
Clear process owner, sponsor and measurable baseline.
Risk91
Higher = lower risk. Human review keeps errors contained.
Time-to-value94
Estimated weeks until the first measurable outcome.
Strategic relevance89
Alignment with the stated priority: customer experience.

How is this calculated?

Each factor is scored 0–100 from assessment answers and the business-case assumptions. Effort and risk are inverted, so a higher number always means more favourable. The overall score is a weighted average, with economic impact, time-to-value and risk weighted most heavily. No score is produced by an unexplained model.

See what this looks like for your company.

Build my Opportunity Map