Cover_Forecasting AI-to-Human Agent Ratio

Forecasting Your AI-to-Human Agent Ratio in Customer Service


As customer experience leaders move beyond initial pilot programs into scaled AI agent deployments, one decision shapes long-term success more than any other: What share of your conversations should be handled by AI, and which should stay with human agents?

This playbook offers a practical framework to help CX and contact center leaders:

  • Categorize service conversations by complexity, emotion, and effort
  • Identify where automation will improve—not compromise—customer experience
  • Benchmark your AI strategy against business-critical metrics like CSAT, cost per resolution, and average handle time
  • Understand how to use sentiment and resolution data to guide your automation roadmap
Plus, you’ll get a sample forecast model and practical visuals to guide both internal strategy planning and vendor conversations.

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