Keep observed savings, estimated time, and assisted revenue separate in the business case.
Capture the full cost
Record subscription fees, usage charges, setup effort, ongoing review, and any connected tools required for the workflow. Use current provider terms and your own typical and peak conversation volumes.
Estimate effort with a clear assumption
If you estimate time saved, state the number of applicable conversations and the average handling time you used. Distinguish capacity freed for other work from an actual reduction in paid hours. Both can be useful, but they are different outcomes.
Treat revenue attribution carefully
Orders connected to assistant conversations are assisted outcomes. They are not automatically incremental revenue. A controlled test provides stronger evidence of impact than a simple comparison between chat users and other visitors.
Build a range and revisit it
Use conservative, expected, and high-volume scenarios. List assumptions next to the result, then replace estimates with observed data as your pilot runs. Include answer quality and customer feedback in the decision, alongside the financial model.
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