Chatbot ROI Calculator

A chatbot ROI model works by multiplying your current per-conversation cost by the number of conversations the bot will fully resolve without a human agent (containment rate), then subtracting the platform and maintenance costs. The result is your net monthly saving, which amortises the build cost to give a payback period.

What is containment rate?

Containment rate is the percentage of conversations the chatbot handles from start to resolution without escalating to a human. For well-scoped, FAQ-style support (returns, order status, password reset, opening hours), 60–75% is achievable. For lead qualification flows with structured questions, 70–85% is realistic. General enquiries with high variability are harder to contain — start at 40–50% as a conservative baseline.

What drives per-conversation cost?

Agent handling cost per conversation depends on your average handle time (AHT) and the loaded hourly cost of your support staff. A 6-minute conversation at £24/hour effective cost = £2.40. A 20-minute conversation at £35/hour = £11.67. Include overhead, management, and QA time in the hourly rate — typically 1.2–1.5× base salary. Use your AHT from your helpdesk system to set this figure accurately.

Beyond cost savings, chatbots typically provide 24/7 availability (reducing overnight human cover costs), faster first response (seconds vs minutes), and consistent messaging (no agent variation). These benefits are not modelled here but are often worth as much as the direct savings for businesses with significant out-of-hours volume.