Economic Validation: Analyzing the Economic Benefits of Intelligent Search using Amazon Kendra 9
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In the second modeled organization, a contact center (based on an actual customer use case) fielded 2.2 million calls per
calendar year and saved 4,000 person-hours. ESG assumed an average rate of $16 per hour for each call center agent. The
model predicts that the call center using Amazon Kendra intelligent search solution would be saving the equivalent of two
full-time call center agents' annual salaries. In addition, they can expect to improve customer satisfaction and retention,
reduce the agents' training time, and increase their call-handling volume.
Figure 4. Amazon Kendra Impact, Savings, and Additional Benefits to Organizations
Source: ESG, a division of TechTarget, Inc.
Issues to Consider
• While ESG's models use conservative, credible, and validated assumptions, each environment will present
variations on these scenarios that will require close consideration.
• ESG noted a few additional areas in which organizations could potentially save with Amazon Kendra, such as
reducing liability and compliance fines by surfacing the latest operating policies and procedures. Another area is
the value of being able to innovate faster than the competition. These savings are hard to quantify for an
organization but could easily add up to millions of dollars per year.
• ESG recommends that organizations perform their own analysis of available products and consult with their
Amazon Kendra representative to understand and discuss the differences between the solutions and get started
with a proof-of-concept.
