Glossary
Outcome-based AI pricing
AI billing tied to fully resolved tickets, not seats or attempts.
Outcome-based pricing charges per AI auto-resolution. Drafts, escalations, and failed attempts are free. The buyer's bill maps to value delivered. The vendor only earns revenue when the AI actually does the work. This aligns incentives more cleanly than per-seat or per-attempt models.
Related terms
- AI Agent: An autonomous software agent that can resolve customer support tickets without a human in the loop.
- Auto-resolution: When AI fully resolves a customer support ticket without a human reply.
- Ticket deflection rate: The percentage of customer requests resolved by self-service or AI before reaching a human agent.