Industry-specific calculator

AI Customer Support Savings for Marketplaces.

Order status, dispute, returns, payouts. Two-sided support volumes; deflects well on both sides.

Run with Marketplaces defaults Read the methodology

Marketplaces benchmarks

Per-complexity deflection ceilings.

  • Simple

    80%

    FAQ, account lookups, status updates - the AI-deflectable tier-1 bulk.

  • Medium

    48%

    Bookable steps: cancellations, refunds, account changes, scheduling.

  • Complex

    8%

    Multi-system or judgement calls. Humans still own these in Marketplaces.

Sources: Salesforce State of Service 2025-2026 ยท Zendesk CX Trends 2026.

What to model

What we see in Marketplaces deployments.

  • ยท Tier-1 dominates volume; chat deflects best.
  • ยท Channel mix matters more than headline volume - voice-heavy mixes drag the projection.
  • ยท Country-specific loaded agent cost (BLS / ONS / ABS / Eurostat) drives the labour baseline.
  • ยท Hidden costs typically subtract 15-25% from gross savings.

What to watch out for

The four hidden cost buckets.

  • ยท Token / API consumption: 10-15% of gross savings, ongoing.
  • ยท Helpdesk integration: $25K-$35K one-time.
  • ยท Training data prep: $12K-$18K one-time.
  • ยท QA + supervision: ~8% of agent cost, ongoing.

Try it

Run with Marketplaces defaults.

Marketplaces is pre-selected. Override any input - channel mix, complexity, AHT, agent cost - and the model recomputes live.

Frequently asked

Marketplaces questions.

How accurate are the Marketplaces deflection benchmarks?

Aggregated from Salesforce State of Service, Gartner CIO Survey, McKinsey State of AI, Crescendo CX Benchmarks, and Zendesk CX Trends. Refreshed quarterly. Expect ยฑ20% accuracy on the mid estimate when your channel mix and complexity mix are reasonably well known.

Can I override the industry defaults?

Yes. The wizard pre-fills the industry but every input is editable - channel mix, complexity mix, agent cost, AHT, volume. The model recomputes live in the browser.

Does the projection include hidden costs?

Yes. Token spend, helpdesk integration, training data prep, and QA + supervision are subtracted from gross savings before you see the headline number.

Is the build-vs-buy verdict biased toward custom?

No. The recommendation engine is CI-audited - SaaS must be recommended in at least 40% of synthetic scenarios. Current distribution: SaaS 74%, Custom 6%, Hybrid 20%.

Want a second opinion?

Run your Marketplaces projection past buzzi.

Free 30-minute review with a senior delivery consultant. No pitch.

Book the call