Flat vs Per-Resolution AI Pricing
Per-resolution AI support pricing charges a fee every time the bot resolves a ticket, so your bill rises as automation improves. Flat pricing charges a fixed amount based on capacity, so better automation lowers your cost per resolution instead of raising your bill. For a team whose whole goal is to resolve more tickets automatically, per-resolution pricing taxes exactly the outcome you are paying to achieve, which is why flat pricing is structurally better aligned.
The per-resolution trap
Common per-resolution fees run around a dollar per resolved ticket: roughly 0.99 for one major tool, near 1.20 to 1.50 for another, around 0.80 for a third. The better the AI performs, the more you pay, so success and cost move in the same direction. This is the single most-cited complaint about incumbent AI support pricing, because it makes the tool most expensive precisely when it is most useful.
Why flat pricing wins over time
Flat pricing decouples cost from resolutions. At a realistic mix of a few thousand tickets a month with most auto-resolved, a flat plan can land meaningfully cheaper than per-resolution competitors, and the gap widens as your auto-resolution rate climbs, because their bill grows with it while yours does not. The promise is simple: your bill does not go up because the AI did its job, only when your business grows.
How Resolve prices
Resolve uses flat pricing on inbound contact volume with unlimited seats and unlimited AI resolutions, so improving automation is always pure savings. Overage bumps to the next capacity band rather than a per-unit surprise. It is a deliberate wedge against the incumbent model: their per-resolution fee becomes the reason to switch, because it punishes the exact behavior you adopted AI to get.