How do we build a business case for this?

Business cases built on enthusiasm collapse at the first budget review. The ones that survive rest on figures the finance function recognizes: hours per case, escalation rate, cost per interaction, weeks spent on audit preparation.

Centralpoint instruments the cost side from the outset — consumption metered per execution and per skill, with attribution to requester and workflow — so the running cost is known rather than estimated. The benefit side comes from the same logging surface: deflection and escalation composition, answer consistency, and the proportion of questions served from the governed cache at zero marginal cost.