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Cost-to-Serve Calculator

An indicative comparison of your current assisted-servicing cost against an AI-assistant deployment, using published channel-cost benchmarks. Three simple inputs; adjust the assumptions to match your book of business.

Simple inputsInstant resultsFree — no sign-up required

Your book

Covered employees

Total employees across the schemes you service.

Contacts per employee per year

Assisted contacts only - calls, chats, emails handled by a person.

Cost per assisted contact

Gartner's cross-industry median is $13.50. Use your own cost figure if you have it.

Currency

Enter your currency.

Expected end-to-end containment60%

The share of contacts an AI assistant resolves without human intervention. Deployed virtual-agent studies report ~64% as a well-implemented baseline; routine benefits queries (coverage, claims status, eligibility) contained at the top of the range, complex claims near zero.

Executive summary

Indicative annual savings

$1.05m

52% of current servicing cost, before platform and implementation costs

Servicing cost today

$2.02m

150,000 assisted contacts / year

With an AI assistant

$976k

60,000 contacts still handled by a person

Assumptions in play: contained interactions move to self-service-class cost ($1.84 per contact, scaled from Gartner's $1.84 median); the remaining 40% stay at your assisted cost of $13.50.

Built on industry research

GartnerQuarterly Journal of EconomicsMcKinseyIBM

Updated July 2026

Model it properly, on your book of business

The four variables that determine any deployment's economics — volume and mix, containment by category, fully loaded channel costs, and the revenue side — are empirical, not assumed. Onsi helps insurers and benefit providers model them honestly, with the failure modes priced in, and deploy AI assistants within a governed, auditable framework.

Book a demo Read the methodology: The Cost-to-Serve Crisis in Employee Benefits →

Indicative only. Figures use published third-party benchmarks — Gartner's median cost per contact ($13.50 assisted, $1.84 self-service) and deployed virtual-agent containment baselines — applied to the inputs you provide. Results are not a representation about outcomes on any particular book of business, exclude platform and implementation costs, and exclude agent-productivity gains on residual contacts (peer-reviewed research indicates +14% on average). The full framework, sources and caveats are set out in the whitepaper.

Cost-to-Serve Calculator

Model it properly, on your book of business

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