What inputs does the AI vs Human Support Cost need?

It takes 8 inputs: ticketsPerMonth, avgHumanMinutesPerTicket, humanHourlyCost, aiResolutionRate, tokensPerAiResolved, aiInputPricePerMtok, aiOutputPricePerMtok, escalationOverheadMinutes. Outputs returned: monthlySavings, costPerAiTicket, savingsPercent.

Can I verify the AI vs Human Support Cost with a worked example?

Yes. With 4000 tix, 12 min, $35/hr, 65% rate, 4000 tok, $0.50/$1.50, 3 min escalation. the tool returns humanOnly $28k, savings >$15k.

Where does the AI vs Human Support Cost get its benchmark data?

Reference data is sourced from: BLS — customer service representatives wages (as of 2024-05); Zendesk CX Trends Report (as of 2024).

What can the AI vs Human Support Cost not tell me?

Known limitations: Doesn't include QA cost on AI responses, tooling fees (Zendesk / Intercom), or training time. Token figures ignore retries, tool calls, and chained agent runs that can 2–10× real spend.

Methodology: AI vs Human Support Cost

1. Scope

Compares monthly support cost between human-only and AI-first (with human escalation) models. Includes token spend per AI ticket and escalation overhead.

2. Inputs and outputs

Inputs

ticketsPerMonth number
avgHumanMinutesPerTicket number
humanHourlyCost number ($)

Loaded rate (wage + benefits + tools + QA).
aiResolutionRate number (0–1)
tokensPerAiResolved number
aiInputPricePerMtok number ($)
aiOutputPricePerMtok number ($)
escalationOverheadMinutes number

Outputs

monthlySavings

Human-only minus AI-first.
costPerAiTicket

AI-first total / tickets.
savingsPercent

Savings / human-only baseline.

Engine source: src/lib/ai-vs-human-support-cost/engine.ts

3. Formula / scoring logic

human_only = N × (handle / 60) × hourly
ai_token_$ = tokens × ((in + out) / 2) / 1_000_000
ai_first = N × ai_token_$ + N × (1 − rate) × ((handle + escalation) / 60 × hourly)

4. Assumptions

50/50 input/output token split.
Escalated tickets pay full human handle time plus escalation overhead.
Loaded human cost is 1.4–1.8× wage; user enters loaded rate directly.

5. Data sources

BLS — customer service representatives wages as of 2024-05
Zendesk CX Trends Report as of 2024

6. Known limitations

Doesn't include QA cost on AI responses, tooling fees (Zendesk / Intercom), or training time.
Token figures ignore retries, tool calls, and chained agent runs that can 2–10× real spend.

7. Reproducibility

Input
4000 tix, 12 min, $35/hr, 65% rate, 4000 tok, $0.50/$1.50, 3 min escalation.

Expected output
humanOnly $28k, savings >$15k.

8. Change log

2026-05-08 methodology first published.

Worked example

Run live against the same engine this site ships (/engines/ai-vs-human-support-cost.js). The inputs and outputs below are recomputed on every build and independently re-verified in CI — they are never hand-authored.

Input

tool: ai_vs_human_support_cost
tickets_per_month: 4000
avg_human_minutes_per_ticket: 12
human_hourly_cost: 35
ai_resolution_rate: 65
tokens_per_ai_resolved: 4000
ai_input_price_per_mtok: 0.5
ai_output_price_per_mtok: 1.5
escalation_overhead_minutes: 3

Output

humanOnlyMonthlyCost: 28000
costPerHumanTicket: 7
aiFirstMonthlyCost: 12266
costPerAiTicket: 3.07
monthlySavings: 15734
savingsPercent: 56.19
breakEvenTickets: 1
aiResolvedCount: 2600
escalatedCount: 1400

Frequently asked questions

What does the AI vs Human Support Cost calculate?: Compares monthly support cost between human-only and AI-first (with human escalation) models. Includes token spend per AI ticket and escalation overhead.
What inputs does the AI vs Human Support Cost need?: It takes 8 inputs: ticketsPerMonth, avgHumanMinutesPerTicket, humanHourlyCost, aiResolutionRate, tokensPerAiResolved, aiInputPricePerMtok, aiOutputPricePerMtok, escalationOverheadMinutes. Outputs returned: monthlySavings, costPerAiTicket, savingsPercent.
What formula does the AI vs Human Support Cost use?: The exact computation is: human_only = N × (handle / 60) × hourly; ai_token_$ = tokens × ((in + out) / 2) / 1_000_000; ai_first = N × ai_token_$ + N × (1 − rate) × ((handle + escalation) / 60 × hourly)
Can I verify the AI vs Human Support Cost with a worked example?: Yes. With 4000 tix, 12 min, $35/hr, 65% rate, 4000 tok, $0.50/$1.50, 3 min escalation. the tool returns humanOnly $28k, savings >$15k.
Where does the AI vs Human Support Cost get its benchmark data?: Reference data is sourced from: BLS — customer service representatives wages (as of 2024-05); Zendesk CX Trends Report (as of 2024).
What can the AI vs Human Support Cost not tell me?: Known limitations: Doesn't include QA cost on AI responses, tooling fees (Zendesk / Intercom), or training time. Token figures ignore retries, tool calls, and chained agent runs that can 2–10× real spend.