一套好用的智能客服工单系统，能为企业节省多少成本？（附 ROI 测算模型）

// 智能客服工单系统ROI计算模型
function calculateROI(params) {
  // 输入参数
  const {
    annualTicketVolume,    // 年工单量
    avgHandleTimeManual,   // 人工处理平均时间(分钟)
    avgHandleTimeAuto,     // 自动处理平均时间(分钟)
    costPerHour,           // 每小时人力成本(元)
    systemCostAnnual,      // 系统年费用(元)
    autoResolutionRate     // 自动解决率
  } = params;
  
  // 计算年人工处理成本
  const manualCostAnnual = (annualTicketVolume * avgHandleTimeManual * costPerHour) / 60;
  
  // 计算年自动处理成本
  const autoCostAnnual = (annualTicketVolume * (1 - autoResolutionRate) * 
                         avgHandleTimeAuto * costPerHour) / 60;
  
  // 计算年节省成本
  const annualSaving = manualCostAnnual - (autoCostAnnual + systemCostAnnual);
  
  // 计算ROI
  const roi = (annualSaving / systemCostAnnual) * 100;
  
  return {
    manualCostAnnual: manualCostAnnual.toFixed(2),
    autoCostAnnual: autoCostAnnual.toFixed(2),
    annualSaving: annualSaving.toFixed(2),
    roi: roi.toFixed(2)
  };
}

// 示例计算
const exampleParams = {
  annualTicketVolume: 50000,
  avgHandleTimeManual: 15,
  avgHandleTimeAuto: 5,
  costPerHour: 40,
  systemCostAnnual: 100000,
  autoResolutionRate: 0.6  // 60%自动解决率
};

const result = calculateROI(exampleParams);
console.log('年节省成本:', result.annualSaving + '元');
console.log('投资回报率:', result.roi + '%');