Blog

On auditable AI support

Playbooks and points of view on building support customers — and finance — can trust.

2026

Why Per-Resolution AI Pricing Is Broken (And How to Fix the Incentives)

Most per-resolution pricing quietly bills you for handoffs, deflections, and silence — and the only way to fix it is to make the vendor prove the resolution and let you dispute the charge.

2026

What Counts as a Verified Resolution

A resolution is only "verified" if there's a receipt you can read, an evidence trail you can check, and a charge you can dispute — anything less is just a confident guess with a price tag.

2026

Grounding AI So It Cites or Hands Off

The safest support AI isn't the one that always has an answer — it's the one that either shows its sources or admits it doesn't know and routes to a human.

2026

Forecasting AI Support Spend Without Surprises

Usage-based AI pricing only works if you can predict it and cap it — so spend caps, alerts, and a readable receipt for every charge aren't nice-to-haves, they're the whole deal.

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