The verdict in three sentences
An AI chatbot connected to your knowledge base (RAG approach) automatically resolves 40 to 70 % of level-1 tickets. Two routes: a turnkey SaaS at 50-500 EUR/month, or a custom build at 15,000-40,000 EUR ex. VAT plus LLM API cost. Custom wins when data control, business integration or volume become strategic.
SaaS or custom: the real comparison
SaaS is fast and low-risk at small volume. Custom takes over once your data is sensitive or your volume high, because it removes the per-agent/message subscription.
| Criterion | SaaS chatbot | Custom (RAG) |
|---|---|---|
| Entry cost | 50-500 EUR/month | 15,000-40,000 EUR ex. VAT |
| Variable cost | Per seat/message | LLM API pay-as-you-go |
| Data control | At vendor | 100 % yours |
| Business integration | Limited | Total (CRM, ERP) |
| Setup timeline | 1-3 weeks | 4-10 weeks |
| GDPR hosting | Vendor-dependent | Controlled (EU) |
Performance, usage cost and GDPR
The real metric isn't price but the automatic resolution rate: every point gained removes tickets from your agents. LLM API cost stays marginal against the cost of a human ticket.
| Metric | 2026 ballpark | Impact |
|---|---|---|
| Auto resolution rate | 40-70 % | -50 % L1 tickets |
| LLM API cost | 0.001-0.015 EUR/1k tokens | ~0.01-0.05 EUR/conversation |
| Human ticket cost | 4-8 EUR | Benchmark to beat |
| First-response time | Instant, 24/7 | +satisfaction |
| Compliant hosting | 50-300 EUR/month | GDPR |
At 3,000 conversations/month, LLM API often costs 30-150 EUR/month; if the bot avoids 1,500 human tickets at 5 EUR, gross savings reach ~7,500 EUR/month.
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Mini case study
Sophie, customer-relations director at a 40-employee B2B SaaS firm in Bordeaux, handles 4,000 tickets/month, 55 % repetitive level-1. A per-message SaaS would cost her ~900 EUR/month at this volume. She chooses a custom RAG chatbot at 26,000 EUR ex. VAT hosted in the EU: 60 % auto resolution, i.e. -50 % L1 tickets (~1,100 tickets/month avoided at 6 EUR = 6,600 EUR/month). API cost: ~120 EUR/month. Payback in ~4 months, with customer data under control.
FAQ
SaaS or custom, how to decide? Under ~1,500 conversations/month and without sensitive data, SaaS (50-500 EUR/month) is enough. Beyond that, or if your data must stay in the EU, custom (15,000-40,000 EUR ex. VAT) becomes more cost-effective and safer.
What is RAG? Retrieval-Augmented Generation plugs the model into YOUR document base: the bot answers from your real content, not generic knowledge, sharply reducing errors.
What resolution rate to expect? Between 40 and 70 % depending on your knowledge base quality. Each point gained removes L1 tickets from your agents; 60 % is a realistic 2026 target.
Is it GDPR-compliant? In custom builds, yes: EU hosting, encryption, no training on your data. With a SaaS, check data location and subprocessor clauses.
What does AI really cost per use? At 0.001-0.015 EUR/1,000 tokens, expect ~0.01-0.05 EUR per conversation, i.e. 30-150 EUR/month for 3,000 exchanges. Negligible against a human ticket (4-8 EUR).
Let's scope your project. Tell us your ticket volume, data sensitivity and tools (CRM, knowledge base): we'll quote SaaS or custom between 50 EUR/month and 40,000 EUR ex. VAT. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.