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Token Calculator

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This commit is contained in:
Robert Helewka
2026-06-10 14:28:16 -04:00
parent 64fb83257d
commit 71b98ee4e4
20 changed files with 9719 additions and 916 deletions
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41
studies/202512_GenesysCX/ctm-token-calculator/tokencalc/scenarios.py
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@@ -18,12 +18,28 @@ class Scenario:
# ── Cost-side drivers ───────────────────────────────────────────
voice_bot_deflection: float # share of voice volume deflected to bot
voice_bot_avg_minutes: float # bot minutes per deflected call
agentic_va_deflection: float # share of voice volume to agentic VA
# Agentic VA deflection is INCREMENTAL — applied to the residual volume
# after the voice bot has already handled its share (layered model).
# Effective total deflection = bot_rate + (1 − bot_rate) × va_rate.
agentic_va_deflection: float # share of RESIDUAL voice volume to agentic VA
voice_summarization_eligibility: float
voice_knowledge_eligibility: float
email_auto_respond_rate: float # share of email auto-responded
email_auto_suggest_acceptance: float
# ── Virtual Agent benefit realization factors ───────────────────
# Applied to both Voice Bot and Agentic VA deflection benefits.
# completion_rate — share of "deflected" calls that don't escalate to an agent
# mid-session (bot/VA fully handles the interaction).
# labour_realization — staffing flexibility: deflected volume doesn't reduce
# headcount 1:1 due to minimums, shrinkage, occupancy ceilings.
# callback_discount — fraction of deflected calls that re-enter as repeat contacts
# (poorly-handled deflections drive callbacks).
# Combined realistic factor: 0.70 × 0.80 × (1 − 0.05) ≈ 0.53
va_completion_rate: float = 0.70
va_labour_realization: float = 0.80
va_callback_discount: float = 0.05
# year -> fraction of full benefit realized
benefit_realization: dict[int, float] = field(default_factory=dict)
@@ -59,10 +75,16 @@ BENEFIT_PARAMS: dict[str, dict[str, float]] = {
"digital_aht_reduction": {"claim": 0.18, "realistic": 0.085}, # 5-12% Y1
"digital_acw_reduction": {"claim": 1.00, "realistic": 0.40}, # 30-50% Y1
"sta_aht_reduction": {"claim": 0.04, "realistic": 0.015}, # 1-2% Y1
"email_auto_suggest_time_saving": {"claim": 0.30, "realistic": 0.30}, # × acceptance
"email_auto_suggest_time_saving": {"claim": 0.40, "realistic": 0.30}, # × acceptance; Genesys claims 40%
# ESTIMATED lines (no Genesys claim published):
"supervisor_copilot_time_saving": {"claim": 0.10, "realistic": 0.05},
"predictive_routing_aht_reduction": {"claim": 0.04, "realistic": 0.02},
# Virtual Agent realization factors.
# ``claim`` = 100% realization (original model assumption — no haircuts).
# ``realistic`` = production-calibrated midpoints per the spec analysis.
"va_completion_rate": {"claim": 1.00, "realistic": 0.70}, # 60-75% voice bot; 50-70% agentic VA Y1
"va_labour_realization": {"claim": 1.00, "realistic": 0.80}, # 70-85% staffing flexibility
"va_callback_discount": {"claim": 0.00, "realistic": 0.05}, # 5-10% deflected re-enter as repeat contacts
}
@@ -76,6 +98,11 @@ SCENARIOS: dict[str, Scenario] = {
voice_knowledge_eligibility=0.40,
email_auto_respond_rate=0.10,
email_auto_suggest_acceptance=0.25,
# VA realization: conservative — low completion, limited staffing flex
# Combined: 0.60 × 0.70 × (1 − 0.05) ≈ 0.40
va_completion_rate=0.60,
va_labour_realization=0.70,
va_callback_discount=0.05,
benefit_realization={1: 0.30, 2: 0.60, 3: 0.80},
),
"realistic": Scenario(
@@ -87,6 +114,11 @@ SCENARIOS: dict[str, Scenario] = {
voice_knowledge_eligibility=0.60,
email_auto_respond_rate=0.20,
email_auto_suggest_acceptance=0.40,
# VA realization: production midpoints per spec analysis
# Combined: 0.70 × 0.80 × (1 − 0.05) ≈ 0.53
va_completion_rate=0.70,
va_labour_realization=0.80,
va_callback_discount=0.05,
benefit_realization={1: 0.50, 2: 0.80, 3: 0.95},
),
"stretch": Scenario(
@@ -98,6 +130,11 @@ SCENARIOS: dict[str, Scenario] = {
voice_knowledge_eligibility=0.80,
email_auto_respond_rate=0.50,
email_auto_suggest_acceptance=0.60,
# VA realization: optimistic — high completion, good staffing flexibility
# Combined: 0.75 × 0.85 × (1 − 0.03) ≈ 0.62
va_completion_rate=0.75,
va_labour_realization=0.85,
va_callback_discount=0.03,
benefit_realization={1: 0.75, 2: 0.95, 3: 1.00},
),
}