Most teams staff for business hours and quietly write off everything that comes in overnight. That after-hours window is bigger, and more winnable, than it looks.
Cost per resolution vs. coverage
A human team's cost scales with hours and volume; an agent's does not. The interesting number isn't cost per seat — it's cost per resolved conversation across the full 24 hours.
- Count the revenue currently lost to after-hours silence.
- Compare cost per resolution, not cost per agent.
- Reinvest freed-up human time into high-value conversations.
The math usually favors coverage well before it favors cutting people.