3 min read ·
When the payoff is not visible, adoption gets put off. The good news is the payoff from organizing repeat work is relatively easy to put into numbers.
Rules worked out on real customer builds
How to calculate the impact of adopting Velros at a small business
The impact of adopting Velros should be read in numbers, not vague hope. Here is a framework for calculating it from time on repeat work, missed revenue, and response speed.
You cannot measure the effect without the number from before
Looking better after is not the same as being better. First-response time, unanswered inquiries, how often staff rewrote a draft. Write those three down before you start, or there will be nothing to compare against.
The measured gain lands on the newest people
Brynjolfsson, Li and Raymond followed more than five thousand customer-support agents and found that access to a generative AI assistant raised issues resolved per hour by about 14% on average. Novice and lower-skilled agents improved by as much as 34%, while the most experienced barely changed. It is a call center study, so it does not transfer wholesale, but it is clear about where the gain shows up.
Brynjolfsson, Li and Raymond, Generative AI at Work, NBER Working Paper 31161, 2023
Time saved does not disappear
Hours taken out of repetition move into judgment: reviewing the approval queue, handling exceptions, talking to a customer. Booking the saving as a headcount reduction is usually wrong. The same people do different work.
Monthly hours saved is three multiplications
Monthly volume times average handling time gives the hours spent on repetition. Multiply by the share handled without a person and you have the hours returned. Two of the three numbers are already in your records. Only the third has to be found by running it.
Stop at hours before converting to money
Multiply hours by a labour rate and you get a figure, but that figure does not leave the bank account any smaller. It becomes money only once somebody has decided what those hours are now spent on. Until then, report the hours.
Four weeks is the right measuring interval
One week is short enough for luck to get in. A quarter is long enough to lose the cause. Measure the same indicators the same way every four weeks, and when one gets worse, read that week's handling record.
Guides to read next
A few short pieces you can read next, from the same operating standard.
Why Velros operations need evidence logs and review logs
Velros AI does the work, but the company's responsibility has to stay. Here is why the evidence log of what ran and why becomes the foundation for trust and improvement.
Open pageHow to start organizing repeat work without a dedicated hire
Even with no one on staff whose job is process improvement, you can pick one piece of repeat work, turn it into an repeatable routine, and find something to cut that same week. Here is the order to work through.
Open pageA Velros AI ops team versus RPA, and where each one fits
RPA follows a fixed procedure. A Velros AI ops team reads the situation, classifies it, and prepares a draft. Here is how to tell which work belongs to which.
Open pageOperations assessment
We will calculate the expected impact together, based on your own work.
Working from the channels and files you use today, we settle which work should be handled first, where a person has to approve, and which metric will show whether it worked.
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