{"id":5293,"date":"2026-03-27T09:13:45","date_gmt":"2026-03-27T13:13:45","guid":{"rendered":"https:\/\/illuxi.com\/?p=5293"},"modified":"2026-03-27T10:47:28","modified_gmt":"2026-03-27T14:47:28","slug":"leroy-when-ai-stops-being-a-buzzword-and-becomes-a-real-lever","status":"publish","type":"post","link":"https:\/\/illuxi.com\/en\/leroy-when-ai-stops-being-a-buzzword-and-becomes-a-real-lever\/","title":{"rendered":"Leroy: When AI stops being a buzzword\u2026 and becomes a real lever!"},"content":{"rendered":"\t\t
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Last January, we launched an internal AI agent at illuxi that we call Leroy<\/b><\/span>.<\/p>

The goal was simple: respond faster, better, and at scale to our learners\u2019 requests.<\/p>

With close to 290,000 learners<\/b><\/span> on the platform over the past year, one thing is clear: support requests are not decreasing\u2014they are structurally increasing.<\/p>

Industry benchmarks are well known:<\/p>

  1. A high-performing SaaS platform typically keeps support volume below 10% of active users per month<\/b><\/span> (Fullview<\/a>)<\/p><\/li>

  2. Around 8% of ARR<\/b><\/span> is spent on support and customer success (SaaS Capital<\/a>)<\/p>

    The real question wasn\u2019t \u201cshould we automate?\u201d<\/i> The real question was: <\/span>how do we do it without degrading the customer experience?<\/b><\/p><\/li><\/ol>

    \u00a0<\/h3>

    The Real Challenge: It\u2019s Not AI, It\u2019s Data<\/b><\/h3>

    An AI agent is not intelligent by default.<\/p>

    It\u2019s only as good as what you feed it.<\/p>

    Since November, the real work has been: structuring our answers, documenting frequent cases, standardizing processes, and continuously enriching our knowledge base.<\/p>

    Leroy isn\u2019t \u201csmart.\u201d He\u2019s well trained.<\/b><\/b><\/span><\/p>

    \u00a0<\/h3>

    The True Cost of Support<\/b><\/h3>

    Take a simple example: \u201cI forgot my password.\u201d<\/p>

    It takes only a few minutes to answer.<\/p>

    But the real cost lies in the interruption<\/b><\/span>.<\/p>

    A study by <\/span>Gloria Mark<\/a> (University of California)<\/b> shows it takes on average <\/span>23 minutes to regain focus after an interruption<\/b>.<\/span><\/p>

    Internally, we use a conservative assumption of 15 minutes per request<\/b><\/span>.<\/p>

    At a fully loaded cost of $75\/hour<\/b><\/span>, that\u2019s $18.75 per 15-minute block<\/b><\/span>.<\/p>

    \u00a0<\/h3>

    Our Reality After One Month of Optimization (February 2026)<\/b><\/h3>

    We handled <\/span>810 support requests<\/b>.<\/span><\/p>

    Without AI (100% human model): 810 \u00d7 15 minutes = 202.5 hours<\/b><\/span>, 810 \u00d7 $18.75 = $15,187<\/b><\/span>, for an estimated total of ~$15,200<\/b><\/span>.<\/p>

    And that\u2019s theoretical. In reality, no employee is 100% productive\u2014interruptions, meetings, and cognitive load increase the real cost.<\/p>

    \u00a0<\/h3>

    Cost with Leroy + 1 Human<\/b><\/h3>

    Breakdown: 421 requests handled by Leroy, 389 escalated to a human.<\/p>

    AI portion: $345 USD (support software) + $370 USD (AI usage) \u2248 $950 CAD<\/b><\/span>.<\/p>

    Human portion: 97.25 hours at $25\/hour (outsourced) \u2248 $2,500 CAD<\/b><\/span>.<\/p>

    \u00a0<\/h3>

    Total Cost with AI<\/b><\/h3>

    \u2248 <\/span>$3,450 CAD<\/b><\/b><\/p>

    \u00a0<\/h3>

    Results<\/b><\/h3>

    Cost without AI: ~ $15,200<\/b><\/b><\/span><\/p>

    Cost with AI: ~ $3,450<\/b><\/b><\/span><\/p>

    Savings: over $11,700 in a single month (February 2026)<\/b><\/b><\/p>

    And that doesn\u2019t include 24\/7 availability, faster response times, reduced friction, and freed-up time for the team.<\/p>

    \u00a0<\/h3>

    Leroy, in Practice<\/b><\/h3>

    This wasn\u2019t a complex project.<\/p>

    No massive budget, no oversized team, no endless timeline.<\/p>

    Just a real need, existing data, and disciplined execution.<\/p>

    \u00a0<\/h3>

    The Real Question<\/b><\/h3>

    It\u2019s not \u201chow do we do AI?\u201d<\/i><\/i><\/p>

    It\u2019s: <\/span>where are your simplest operational frictions\u2014and how do you eliminate them?<\/b><\/b><\/p>

    \u00a0<\/h3>

    What\u2019s Next<\/b><\/h3>

    Leroy is just the beginning.<\/p>

    Next steps: enrich the knowledge base, improve resolution rates, optimize human escalation, and expand use cases.<\/p>

    \u00a0<\/h3>

    The Goal<\/b><\/h3>

    Not to replace humans, but to <\/span>free up time where it creates the most value<\/b>.<\/span><\/p>

    \u00a0<\/h3>

    Conclusion<\/b><\/h3>

    Applied AI is not a promise.<\/p>

    It\u2019s a <\/span>concrete, measurable, and accessible lever<\/b>.<\/span><\/p>

    Leroy is a simple example\u2014and most importantly, a repeatable one.<\/b><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

    Last January, we launched an internal AI agent at illuxi that we call Leroy. The goal was simple: respond faster, better, and at scale to our learners\u2019 requests. With close to 290,000 learners on the platform over the past year, one thing is clear: support requests are not decreasing\u2014they are structurally increasing. Industry benchmarks are […]<\/p>\n","protected":false},"author":7,"featured_media":5295,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[52,28],"tags":[],"class_list":["post-5293","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-corporate-culture-and-team","category-press"],"acf":[],"yoast_head":"\nLeroy: When AI stops being a buzzword\u2026 and becomes a real lever! - illuxi<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/illuxi.com\/en\/leroy-when-ai-stops-being-a-buzzword-and-becomes-a-real-lever\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Leroy: When AI stops being a buzzword\u2026 and becomes a real lever!\" \/>\n<meta property=\"og:description\" content=\"Last January, we launched an internal AI agent at illuxi that we call Leroy. The goal was simple: respond faster, better, and at scale to our learners\u2019 requests. With close to 290,000 learners on the platform over the past year, one thing is clear: support requests are not decreasing\u2014they are structurally increasing. 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