From IT, to support, to customer experience organizations, AI is making its way into it all. One thing that’s missing? Measurable impact.

Teams are investing heavily into AI, but most are still struggling to prove tangible results that matter to leadership. Think: lower costs, higher productivity, and improved customer satisfaction.

In some cases, companies can’t even get AI projects started because they can’t show quantifiable expectations of it’s impact to secure budget.

Let’s call it what it is: AI purgatory. Lots of AI talk, not enough ROI walk.

That’s why there’s no better time than now to understand the ROI of AI-powered knowledge management (KM). It’s mission-critical, and that’s exactly why RightAnswers has launched a new way to measure it, instantly.

TL;DR: Your 30-second overview

Psst: Super short on time? Go straight to the numbers. Get an instant, customized KM ROI projection based on your real metrics. No strings attached.

Calculate your ROI

We know you’re busy. Here are the essentials:

• The Challenge: AI has exploded, but most teams still can’t translate AI-powered knowledge initiatives into hard numbers.
• The Opportunity: Organizations that track the right numbers, like faster resolutions, lower escalations, and better FCR can quantify the true ROI of AI-powered KM.
• The Solution: The RightAnswers ROI Calculator gives you a personalized, data-backed view of how AI knowledge management improves performance and reduces costs in just a few quick clicks.
• The “Why”: Instant ROI projections help you build a compelling case for leadership, showing how improved accuracy, consistency, and access to knowledge can translate into measurable bottom-line results.
• The RightAnswers Advantage: With our deep experience, KCS alignment, enterprise-scale knowledge capabilities and AI-powered assistance, you’ll have full visibility into how knowledge impacts productivity, CX, and cost efficiency.

Your knowledge management program shouldn’t feel like Pandora’s box. With clear ROI results, you can elevate a “want” to a strategic, competitive advantage fit for transforming an enterprise.

Why ROI Matters in Knowledge Management

Organizations almost always recognize the importance of knowledge management, but most struggle to show its actual value in business terms. Without clear ROI, even the strongest of KM programs risk losing momentum (or worse…budget).

The impact of this is often hidden in plain sight. Improved search effectiveness cuts handle time. Clearer articles improve first-contact resolution. Better governance boosts accuracy and consistency across channels. Faster onboarding frees up the team to scale.

Organizations that are modernizing with AI-powered KM like RightAnswers often see:  

• Up to 35% faster resolutions
• 40% fewer escalations
• Significant reductions in Mean Time To Know
• Higher FCR and CSAT rates
• Faster onboarding and time-to-proficiency

Until now, these improvements were tough to directly tie to financial impact. Our ROI calculator changes that.  

The 4 Use Cases Where KM Drives Measurable ROI

The RightAnswers ROI calculator captures four main knowledge management scenarios, with each one having different pressures, KPIs, and business value outcomes.  

• Customer Support: Improve knowledge access for internal technical support teams. 

• Internal IT/Service Desk: Enhance customer-facing technical support operations.  

• Customer Self-Service: Enable customers to solve technical issues independently.  

• Enterprise Knowledge Strategy: Utility, knowledge management across multiple departments.  

How the RightAnswers ROI Calculator Works 

The entire process takes less than two minutes:  

Step 1: Choose Your Use Case – Select from the use cases above to personalize your ROI journey.  

Step 2: Assess Your AI Readiness – Answer how your agents are currently getting their answers and what their biggest challenges are.  

Step 3: Input Your Metrics – Enter your real numbers, like ticket volume, handle times, escalation rates, and more. Not sure about your metrics? Feel free to use our pre-determined industry averages.  

Step 4: Get Your Personalized ROI – Instantly see projected cost savings, time reductions, and efficiency gains powered by AI-driven knowledge management. 

Your personalized results are then emailed to you for easy sharing with leaders and stakeholders.  

Metrics That Matter: How to Quantify ROI in Knowledge Management

It’s typically been pretty tricky to measure KM success, but AI-powered knowledge makes the impact clear.  

The RightAnswers ROI calculator evaluates essential metrics like:  

• Average Handle Time (AHT) 

•  First-Contact Resolution (FCR) 

•  Escalation Rates 

•  Onboarding and training time 

•  Search effectiveness and Mean Time to Know 

•  Self-service success / deflection rate 

•  Agent productivity and total capacity 

These metrics can link directly to dollars and time saved.  

The result? Your KM strategy quickly becomes a competitive advantage. 

Why RightAnswers Makes ROI Real

RightAnswers isn’t just a knowledge bookshelf. It’s a modern, AI-fueled knowledge ecosystem purpose-built for enterprise-sized impact.  

RightAnswers helps organizations accelerate knowledge creation and turn AI into measurable performance gains, by:  

• Gen Answers producing accurate, step-by-step responses 

•  AI Knowledge Assistant for rapid content creation and improvement 

•  AI approver review ensuring compliance and governance 

•  Automated duplication detection to maintain a single source of truth 

•  KCS v6 verified workflows that embed best practices 

•  Connected knowledge across CRMs, ITSMs, portals, and web tools 

Trusted by global leaders like Nestlé, Paychex, and Charter, RightAnswers has more than 23 years of experience helping enterprises transform KM into a true operational advantage.  

View case studies

From Insight to Action: Start Calculating Your ROI

AI isn’t just a buzzword anymore; it’s strategic. And the teams that can prove AI-driven ROI will secure budget, win stakeholder support and be a step ahead of competitors.  

The RightAnswers ROI Calculator shows exactly how AI-powered knowledge can reduce costs, improve performance, and transform your organization, all calculated using your real data.  

Ready to see your ROI?  

Calculate your ROI

It takes just a few clicks. Your leadership team will thank you.