6 articles tagged
Zendesk now writes two free tiers into its own rate card because containment is not resolution. Five conversational-AI patterns that cut support cost in 2026, and the deflection trap that erases the saving.
Salesforce's own pricing page bills an order-status ticket at $0.20 under Flex Credits and $2.00 under Conversations, and one org cannot use both. A build-versus-buy guide for D2C support in 2026.
Outcome pricing at $0.99 a resolution costs 64 times the underlying model tokens. The published 2026 numbers, the resolution-rate denominator games, the Indic tokenisation tax, and the DPDP clause that should change
Zendesk removes AI agents Essential and legacy bot builder on 10 December 2026, development ends 31 August. Rebuilds are manual, agents are now single-channel, and billing moved to resolution tiers in May.
OpenAI Presence is a limited-availability, Forward Deployed Engineer-led product with no list price. The Realtime API is self-serve with published rates. Three numbers, and one eligibility question, decide which path
Gartner expects conversational AI to cut $80 billion in agent costs in 2026. Five conversational-agent patterns that cut support costs, the per-resolution economics, and where cost-only automation breaks.
