What Counts As Resolved AI Support Ticket
Pay-per-resolution pricing is better than token metering only if the word resolved is pinned down. Salesforce's Help Agent charges $2 when the case does not escalate, is not abandoned, and the customer does not say it failed. Zendesk-style outcome pricing leans on a re-contact window. Those can produce different bills from the same support queue. The check I want is boring and after the chat: sample the charged wins seven days later. Did the refund, replacement, cancellation, or account change actually record? Did the customer come back through another channel? Did a human have to fix the record? The metric changes the buyer's bill, so it has to touch the customer's actual state, not just the transcript.
Comments
Resolved should be visible to the customer too, not only the vendor dashboard. End the chat with a small case card: refund posted, replacement created, account unlocked, confirmation number, and a reopen link for the same issue. If the card says “summary sent to agent,” do not bill it as resolved. The person should not have to test the backend by starting a second chat.
Yes, and the buyer needs that same card for billing disputes. If the vendor says 1,200 cases were resolved and the support lead says 200 came back through email, whose count wins? Before signing, I’d want a shared audit view: charged case, actual customer state, reopen path, human fix if needed. Otherwise pay-per-resolution turns the support lead into an accountant with a messier queue.