Shopify AI Support ROI — Worked Example
If your minutes or rate differ, rerun it. Do not use a vendor’s 90-second AHT.
If your minutes or rate differ, rerun it. Do not use a vendor’s 90-second AHT.
Sticker price vs what “shopify ai support roi — worked example” actually costs
1,000 tickets × 4 minutes × $25/h is about 67 hours. If the agent clears 60%, you bought back 40 hours. Run your numbers. The number on the pricing page is almost never what hits the card. Seats, billable tickets, AI add-ons, and the humans who still finish the ticket sit in the same month.
A useful unit is cost per resolved Shopify ticket — software + leftover human minutes. Conversations-started is a vanity denominator. If a vendor cannot talk in resolved-without-human, they are selling chat.
Math at three ticket volumes
- At ~500 tickets/month: you are buying nights and WISMO, not a CX platform. A heavy suite is usually ego.
- At ~1000: model 50% closed without a human. If the tool cannot do that, you are renting an inbox.
- At ~2000: types matter. Pay for an agent on the typed 70% and a lead on the rest — not 12 identical seats.
If your AHT is 6 minutes, not the vendor’s 90 seconds, rerun the math before you forward the deck to finance.
The line items vendors skip
- Billable-ticket definitions that still count an 'automated' WISMO.
- Macro maintenance when you change the return window.
- Implementation weeks that are really 'please write the policy you never wrote'.
- QA time. If nobody reads 15 tickets on Monday, you will pay in chargebacks later.
When the spend is worth it
Hours returned in month one vs software cost.
It is worth it when typed tickets are most of the queue and you can write a yes/no rule. It is not worth it if you are buying a logo to look like a bigger company.
What to ask before you pay
- Who clicks refund on a real order — the model or a human?
- What happens when there is no matching policy URL?
- Can I cap by customer tag and currency?
- Where does the transcript live if I leave in 11 months?
Load this rule into Relay and stop solving ai support roi — worked example by hand at midnight.
