Foundation First: How KOHO Turned AI Into Measurable ROI

See how KOHO turned a strong documentation foundation into measurable AI ROI, in this practical framework for CX teams under pressure to prove impact.

By Sam Holzman·Oct 01, 2026·1 min read

Most CX teams are under pressure to deploy AI fast, but the vendors promising instant impact rarely mention what has to be true first. This guide draws on a conversation with Monika Aufdermauer, VP of User Success at KOHO, who built AI into customer operations on top of a strong documentation foundation, then proved the ROI in dollars, not just deflection. You will walk away with a practical framework for measuring what actually matters and building a business case leadership will trust.

What is inside

Why your AI is only as good as the documentation behind it
Why deflection rate alone can hide more problems than it solves
How to roll out AI in bite-sized phases instead of trying to solve everything at once
How to reframe AI as a people initiative your team will actually trust
How to build a business case for AI that goes beyond cost savings

"If I looked at how much we've grown right now, and what kind of headcount I would have needed four years ago to support our actual incoming volume today, I would be spending about four million eight hundred thousand dollars more a year."

Monika Aufdermauer

VP of User Success, KOHO