What is an AI resolution? The pricing model, explained honestly

AI support tools are converging on the same pricing idea: pay per conversation the AI resolves. It sounds fair — you pay for outcomes, not seats idling overnight. Whether it actually is fair depends entirely on one question: what counts as "resolved"?

The three definitions you'll encounter

• Generous (vendor-friendly): any conversation the AI replied to that the customer didn't escalate. Silence counts as success — you pay for customers who gave up.
• Moderate: conversations the AI answered where the customer didn't reply negatively within some window.
• Strict (buyer-friendly): zero human replies in the conversation, positive signal required for abandoned chats, and automatic reversal if the conversation reopens.

The differences are not academic. On the same ticket stream, a generous definition can report double the resolution share of a strict one — which means double the bill for the same actual outcome.

Questions to ask any vendor

• Does a conversation still count if my agent sent even one message in it?
• Does a customer who silently abandons the chat count as resolved?
• What happens if the customer comes back the next day — is the resolution reversed?
• Can I see and audit every counted resolution with its full transcript?

We publish our own answers at customereagle.com/en/how-we-measure — zero human replies, positive-signal gating for abandoned conversations, and a settling window that automatically reverses resolutions. Hold any tool you evaluate, including ours, to that standard.