so you're saving 3-5 minutes per agent per call. I'm guessing calls come into a queue and then the next available agent starts to handle it. If an average call takes about 20min until the agent hangs up and is free for another then after about 5 calls they've saved enough time to take an extra call they wouldn't have before. 5 calls is 1.4 hrs on the phone, i'm guessing with breaks and call center reps not being 100% on the ball all the time then your agents probably will take maybe 3-4 more calls per day with the AI than without (assuming call volume is such that there are always more calls than agents can handle)

Is that really millions of savings annually? Maybe it is but I always hesitate when a process change that saves one person a few minutes is extrapolated all the way out to dollars/year. What you'll probably see is the agents using those 3-5 minutes to check their phone.