How to Choose an AI Support Platform
To choose an AI customer support platform, evaluate five things: whether it reports verified resolution instead of deflection, whether pricing is flat rather than per-resolution, whether answers are grounded and cite a source, whether it escalates cleanly with context, and how fast it goes live. The best demo is not a slide deck, it is the vendor ingesting your public help center and showing exactly which of your last hundred tickets it would have resolved, with the source cited for each.
The buyer checklist
- Honest metrics: verified resolution and reopen rate reported separately from deflection.
- Flat pricing: no per-seat or per-resolution tax that grows as the AI does its job.
- Grounding: answers cite a source and refuse to guess, so the bot is not confidently wrong.
- Clean escalation: uncertain tickets reach a human with full context, not a dead end.
- Fast setup: live in minutes from existing docs, not a thousand-ticket cold start or an onboarding-call marathon.
Questions that expose weak tools
Ask: is the resolution number verified or deflection? What is the reopen rate beside it? Does my bill go up as auto-resolution improves? Can you measure against my real historical tickets, not a demo set? Do I need an admin or a consultant to change routing, tone, or the confidence threshold? Weak tools stumble on the pricing and the honest-metrics questions specifically.
How Resolve maps to the checklist
Resolve reports verified resolution and reopen rate honestly, prices flat with unlimited seats and resolutions, grounds every answer with a cited source, escalates uncertain tickets through decision cards, and goes live from existing docs on day one with plain-language configuration and no admin role gate. The proof motion is the help-center audit: it shows which of your recent tickets it would have resolved and why.