Set your goals with that in mind. Involve your team in answering these questions. Their insights can help pinpoint where improvements will have the biggest impact. Equally important: ensure your executive team understands what AI makes possible. Early alignment with C-suite leaders unlocks the resources and mandate you need to move fast and sustain momentum Legacy support economics models typically focus on a single metric: dividing total support cost by the number of conversations (or cases) handled. But that’s an oversimplification for a number of reasons. Conversation types vary, human resolution rate isn’t 100%, team costs go beyond salaries, and automation value depends on quality, to name but a few.