What happens when support fixes things the first time.
The OnClarity AI Return Model follows seven personas through 48 simulated months of a contact centre, hour by hour. Every number is modelled, sourced and stress-tested.
In the reference contact centre, after the switch.
Seven personas, one queue.
Everyone in a contact centre shares the same queue. Change what goes into it and all seven personas change.
Contained is not resolved.
A generic AI that is paid per contained conversation counts give-ups as wins. They come back as new contacts. OnClarity counts an issue as resolved only when it doesn’t come back.
| Generic AI | OnClarity | |
|---|---|---|
| Claimed contained | 80% | 79% |
| Verified resolved | 66% | 78% |
| Issues never resolved | 16.0%, worse than today’s 15.1% | 5.2% |
| Agent attrition | 53% | 29% |
One decision changes the answer for agents.
The AI frees capacity. How you staff the team after go-live decides how much of it reaches agents and waiting customers. Between 65% and 80% planned occupancy, every persona wins.
How the model works.
Eight connected layers, run month by month for four years, with an hourly queue inside every month.
30 inputs: 11 from peer-reviewed or analyst research, 10 client or OnClarity inputs a pilot replaces, 9 ranged assumptions.
100 simulations with 22 inputs varied at once. With balanced staffing, all seven personas are better off in every one.
3-year value in the reference organisation: $5.4M to $13.8M (10th to 90th percentile). Reference run $12.8M, marked in white.
- Brynjolfsson, Li and Raymond (QJE 2025)
- Brown et al. (JASA 2005)
- Gartner (2019, 2023, 2024, 2025, 2026)
- SQM Group
- McKinsey
- Forrester
- Bakker, Demerouti and Schaufeli (2003)
- Keiningham et al. (2007)
Run it on your contact centre.
Four numbers. About twenty seconds. A report and a PDF your team can check line by line.
Questions a CFO will ask.
It simulates the operation month by month: queues, repeats, attrition, hiring, churn. Cost and value come out of that simulation instead of being assumed.
All figures on this page come from the OnClarity AI Return Model run on a reference organisation of 1 million customers and 200,000 issues a month, at steady state. They are model outputs, not forecasts or guarantees. Third-party statistics are cited with their sources.
