How AI customer service is billed

Not published; Ada's pricing page leads to a sales call and an ROI model based on the buyer's volume⁵. Ada's service terms describe invoicing up front for a purchased number of Automated Resolutions⁶.

What counts: Ada's terms define an Automated Resolution as a conversation that is not escalated (handed to a live agent, or the bot recommended another support channel) and is relevant, accurate and safe; the count uses an average rate from a sample of conversations⁶.

Salesforce lists $2 per conversation for external customer agents, or Flex Credits at $500 per 100,000 credits with 20 credits per standard action and 30 per voice action⁵. Service Cloud Max ($550 per user per month, billed annually) includes Agentforce for Service and 2.75 million Flex Credits per org per year².

What counts: A Flex Credits action is "a specific function that an AI agent executes on the platform"; Salesforce does not define a billed conversation on its pricing page⁵.

Not published; sold by contract. Decagon offers per-conversation pricing (a fixed rate per incoming conversation) or per-resolution pricing (a higher fixed rate per fully resolved conversation, no charge for escalations), and says most customers choose per-conversation^6,5.

What counts: Decagon frames resolution as a conversation resolved by the AI agent without escalating to a human; it publishes no formal billing definition⁶.

$0.99 per outcome, at most one per conversation; a qualification costs $9.99¹. Using Fin with another help desk has a minimum of 50 outcomes per month¹; the help center describes a $49-per-month base plan that includes 50 resolutions⁸.

What counts: An outcome is either a resolution or a Procedure handoff. A resolution is counted when the customer confirms the answer worked (confirmed) or leaves without asking for more help (assumed). Escalations from Fin's default behavior or workspace rules, and failed Procedures, are not billed⁸.

Not published; Team, Professional and Enterprise plans are sold by quote⁵. Forethought says pricing is "a blend of platform access fees and an outcome-based pricing cost", with extra charges if usage exceeds the plan's purchase volume⁵.

Freddy AI Agent is billed in sessions: the first 500 are included once per account on Freshdesk Growth, Pro and Enterprise, then $49 per 100 additional sessions⁴.

What counts: "A session is a unique interaction between an end-user and an AI Agent"; for email, all AI replies within 72 hours of the customer's first message count as one session⁴. The help center gives chat sessions a 24-hour length².

$29 per agent per month billed annually, as an add-on to the Pro and Enterprise plans; it can be bought for any number of agents¹.

AI Agent is included on every help desk plan and billed per automated interaction: $0.90 on annual contracts and $1.00 on monthly contracts, with $1.50 for interactions above the plan's allowance⁶. Help desk plans include 30 to 530 automated interactions per month (from Starter at $10 a month to Advanced at $750 a month billed annually)⁶.

What counts: An automated interaction is a customer request fully resolved without a human agent, by AI Agent or by Flows, Quick Responses or Order Management. Each one also counts as a help desk ticket. If an agent replies within 72 hours of an AI Agent resolution, it is billed only as a help desk ticket⁶.

Each teammate gets 10 Copilot conversations a month at no extra cost; unlimited usage costs $29 per teammate per month billed annually or $35 billed monthly^3,4. Lite-seat teammates cannot use Copilot³.

What counts: A conversation counts when a teammate asks Copilot a question and Copilot answers; up to 3 follow-up questions in the same conversation count as one³.

Not published; sold by contract through a demo request¹.

Lyro AI Agent starts at $32.50 a month for 50 Lyro conversations, with tiers up to 1,000 a month and custom volumes above that; the first 50 conversations are free³. The Premium plan adds pay-per-resolution billing³.

What counts: A Lyro conversation is a customer interaction started through any channel connected to Tidio that gets at least one AI reply; more replies or a return visit still count as one conversation³.

No public prices; licensed by contract. Standalone customers are billed for conversations, peak concurrent Voice Gateway lines with daily overage charges, and Knowledge AI queries; NiCE CXone customers are billed per conversation⁸.

What counts: A billable conversation is an interaction between a user and an AI agent or a human agent through the platform, up to 50 user inputs within 24 hours; under CXone billing, up to 10 minutes of a call counts as one conversation⁸.

Not published; sold by contract through a demo request¹.

Consumption pricing: per minute for voice and per interaction for chat, with rates that rise with use-case complexity and a volume package bought up front; no public prices⁷.

Billed per minute of use; the rate includes improvements, maintenance and 24/7 support, and prices are given only by quote⁸.

Pay as you go at $0.07 to $0.31 a minute, the sum of voice infrastructure ($0.055), the chosen LLM, the voice and telephony (typically $0.015), plus add-ons; chat is from $0.002 a message; 20 concurrent calls included, then $8 per extra concurrent call a month; enterprise pricing is custom².

What counts: Calls are billed to the nearest second, including silence and hold time; failed calls are not billed, and after a transfer only telephony fees continue².

Free plan with 100 agent runs a month; Starter $185 a month for 300 runs; Growth $495 a month for 1,000 runs; Enterprise by quote⁶. AI credits are charged at cost with no markup⁶. MaestroQA's own pricing page asks buyers to request a quote⁷.

What counts: Rippit says "An Agent Run is one execution of that workflow"⁶.

Not published; sold by contract. Sierra says it uses outcome-based pricing¹, with consumption-based pricing (by conversation count) for some interactions such as routing⁶.

What counts: Sierra says outcomes are tied to business results such as a resolved support conversation, a saved cancellation, an upsell or a cross-sell, with criteria agreed with each customer up front. In most cases, unresolved or escalated conversations are not charged⁶.

Sales-led annual contracts that start at $30,000 a year, with final price set by call volume, concurrency, telephony and integrations⁷. Usage is counted in minutes against a contracted allocation, with overage per extra minute⁸.

What counts: Minutes used in the contract period count against the allocation; calls after the allocation runs out are billed at a per-minute overage rate that is not published⁸.

Included in every Suite and Support plan with an allowance of 5 automated resolutions per agent per month (Support Team, Suite Team) or 10 (Suite Professional); more cost $1.50 each committed or $2.00 pay as you go⁵.

What counts: Since May 18, 2026 conversations fall into three tiers. Only a verified resolution, where an LLM review decides the request was satisfactorily resolved after the conversation ends, is counted; assisted escalations and contained resolutions do not count against the allowance⁶.

$50 per agent per month, paid yearly, as an add-on to Professional plans and above². Transcribing phone calls has additional usage costs¹.

The QA add-on price is not published on Zendesk's pricing page; the Workforce Engagement bundle, which covers quality assurance and coaching, is $50 per agent per month paid yearly⁶. Scoring AI agent tickets costs nothing extra¹.