A new Gartner® report on maximizing AI ROI in customer service that we feel helps you invest smarter, control costs, and scale the benefits.

Getting ROI from customer service AI isn’t guaranteed. In fact, most organizations still struggle to realize tangible, sustainable savings. This Gartner^® report provides insights to help service and support leaders get value from their AI investment. Whether you're just getting started or looking to scale, we feel these insights give you the structure to move from experimentation to measurable business impact.

91% of leaders report direct mandates to implement Generative AI… [yet] 74% of CIOs report their organizations are losing money or only breaking even on Al investments.

Gartner®

OUR TAKEAWAYS

Take control of your AI investment

Pull the Investment Lever

Clarify your strategic AI objectives to choose the right tools for your goals and right-size your investment to avoid overbuying (or under-resourcing) from the start.

Lower the Cost Lever

Go beyond licensing fees. Learn how to minimize upfront costs, reduce ongoing run-rate expenses, and protect your organization against unpredictable consumption and platform costs as AI scales.

Lift the Benefit Lever

Build a value-first rollout plan, accelerate time to payback, and expand your AI benefit portfolio over time, from cost reduction and agent productivity to customer satisfaction and retention.

Measure What Matters

Track the KPIs that prove AI ROI across all three levers: running investment cost, total cost of ownership, self-service resolution rate, CSAT improvement, and more.

Get your complimentary copy of the Gartner® Report: Maximize AI ROI in Customer Service: A Three-Lever Investment, Cost, and Benefit Framework

Gartner®, "Maximize AI ROI in Customer Service: A Three-Lever Investment, Cost, and Benefit Framework," Brett Overbey, Daniel O'Sullivan et al., 26 February 2026. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Why choose Inbenta?

Inbenta AI is built to help organizations like yours achieve real, measurable ROI from AI. Our platform is designed around the following principles: right-sized investments with fast time to value, predictable and transparent pricing that keeps costs under control, and a modular architecture that lets you start focused and scale confidently.