Automated resolutions are the unit of measurement used for calculating and billing your account for AI agent usage. Paying per automated resolution means you pay only for customer requests that were successfully resolved by an AI agent, without any escalation to a human agent.
Automated resolutions are grouped into tiers that reflect the value the AI agent provided. Resolutions in each tier cost a different amount according to the value provided. Your account is automatically credited with a resolution allowance, from which the cost of the automated resolutions is drawn.
Understanding the automated resolution tiers
Automated resolutions are grouped into tiers. These tiers ensure you don’t overpay for straightforward tasks, while accurately reflecting the value of more complex resolutions.
The table below describes the automated resolution tiers.
| Tier name | Description | How this tier is measured |
| Assisted escalation | The AI agent contributed to the interaction before a human agent completed the resolution. This tier does not count against your resolution allowance. | The AI agent may have collected some data, authenticated the customer, or provided routing assistance, but ultimately the conversation was still escalated to a human agent to be resolved. |
| Contained resolution | The AI agent handled the interaction to completion without the customer requesting further assistance. This tier does not count against your resolution allowance. | The AI agent responded to a customer’s question, and the
customer did not do any of the following:
After a 72-hour window with no customer follow-up, a verification process is performed by a large language model (LLM) that evaluates the text of the conversation to confirm that the customer’s request was satisfactorily resolved. Conversations that don’t pass this verification are considered a Contained resolution. |
| Verified resolution | The AI agent successfully resolved the interaction. | The AI agent responded to a customer’s question, and the
customer did not request further assistance. After a 72-hour window with no customer follow-up, a verification process is performed by an LLM that evaluates the text of the conversation to confirm that the customer’s request was satisfactorily resolved. Conversations that pass this verification are considered a Verified resolution. |