Made-up example. Northbridge Bank is not a real bank, and every number here is invented to show how AI EnableOS works.
6
Step 6 of 6 · part 1 of 3
Measure value & adoption: Measure the results
Before vs after, proven value (ROI), usage and skills.
1. Questions asked
The AI wrote these questions from similar real projects. The answers are made up.
Q: What are the numbers after 6 weeks?
A: 5.4 minutes per call, 3.1% audit errors, 96.9% correct, satisfaction 4.3.
Q: Where do the numbers come from?
A: Call time from the contact-center report, errors from quality audits.
Q: How many people use it each week?
A: 88 of 100.
Q: Which hourly rate and error cost does finance accept?
A: $45 an hour and $25 an error.
2. What we found
- How it was measured
- 6 weeks, pilot group vs matching comparison group. Call time from the contact-center report, errors from quality audits, $45/hour and $25/error from the bank's finance team.
- Weekly use
- 88 of 100 specialists
- Quality
- Correct answers 96% → 96.9%
- Customer satisfaction
- 4.1 → 4.3 out of 5
3. The value math (measured)
120,000 calls a month × 0.6 min saved each (6.0 → 5.4) ÷ 601,200 hours
1,200 hours × $45 an hour$54,000
Errors: 120,000 × 0.9 points fewer (4.0% → 3.1%) = 1,080 errors × $25$27,000
Minus running cost−$6,000
Measured saving per month$75,000
Cautious case: count only half the time saved$48,000
Plan said (step 3)$72,975
Baseline: measured before the pilot and locked at sign-off 3. Period: 6-week pilot, 100 specialists, against a matching group without the tool. Assumption: the per-call saving holds for all 120,000 calls once everyone has it. Status: proven in the pilot, confirmed by the owner and finance at sign-off 4.
4. AI recommends, a person decides
AI recommends Go
The result looks real. Ask the owner and finance to confirm it.
- Call time and errors fell in the pilot group, not in the comparison group.
- Quality and satisfaction went up, not down.
- 88% weekly use, above the 80% target.
A person decided: Business owner and finance, two people (sign-off 4)
5. Sign-off 4: Owner and finance confirm results
Who signs
Business owner (Operations head, card services)
Finance partner
Evidence they looked at
- Before vs after, against the comparison group
- Source reports: contact-center call times, quality audits
- Hourly cost and error cost accepted by finance
- The value math above
Sent back to fix if
Savings are under half the plan, or weekly use is under 60%.
Stopped if
No gain against the comparison group, or quality drops.
Signed: Both signed. Result confirmed.