The correct option is Cost optimization and efficiency gains. Comparing the average time human agents spend on escalations before and after the virtual agent launch is a direct measure of operational productivity and the potential reduction in labor effort.

Average handling time reveals whether the bot is effectively triaging issues so that humans resolve escalations faster. If post launch escalations require fewer minutes per case then the team can handle more volume with the same staff or maintain the same volume with fewer hours which lowers support costs and demonstrates improved operational performance.

Customer sentiment and satisfaction is not reflected by agent handling time because sentiment needs measures such as surveys, NPS, CSAT, or conversation sentiment analysis rather than internal resolution time.

Direct revenue growth is not measured by this metric because it does not track sales, conversion, or monetization outcomes. Any financial benefit here is indirect through lower operating expense.

Regulatory compliance posture is unrelated because compliance requires evidence of controls and adherence to policies and regulations, not differences in how long agents take to resolve escalations.

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