The language of auditable AI support
Plain definitions for the terms behind verified-resolution billing and trustworthy AI.
Verified resolution
A customer issue that the AI demonstrably solved on its own, confirmed against evidence rather than assumed. It is the only event Callario bills for (about $0.99) — and every verified resolution ships with an auditable receipt you can inspect or dispute.
Resolution rate
The share of conversations the AI resolved end-to-end without human help. Callario reports this honestly against verified resolutions, so the number reflects real outcomes rather than conversations merely touched by AI.
Deflection
A conversation handled entirely by automation so it never reaches a human agent. We distinguish genuine deflection from abandonment or silence — only a verified resolution counts as a billable outcome, never a customer who simply gave up.
Handoff
The moment the AI hands a conversation to a human agent, passing along full context so nothing is lost. Handoffs are never billed as resolutions — if the AI couldn't finish the job, you pay $0.
Grounding
Constraining the AI's answers to your approved knowledge and data instead of letting it speak from open-ended generation. Grounding is an always-on guardrail and a precondition for a resolution to be considered verified.
RAG (Retrieval-Augmented Generation)
A technique that retrieves relevant passages from your knowledge base at answer time and feeds them to the model, so responses stay current and grounded in your content. Callario uses RAG to power both the autonomous agent and the agent-facing copilot.
Citation
A reference to the specific source passage an AI answer was drawn from. Citations make answers checkable, and they form part of the evidence behind a verified resolution's receipt.
Confidence threshold
The minimum confidence the AI must reach before it answers autonomously rather than escalating. Set it to match your risk tolerance — below the threshold, the conversation hands off to a human instead of guessing.
Guardrails
Always-on safety controls applied to every AI interaction — PII redaction, jailbreak resistance, and grounding among them. Guardrails run on the live answer path, not just at training or indexing time.
PII redaction
Automatic detection and masking of personally identifiable information so sensitive data isn't exposed or retained where it shouldn't be. It runs as a live guardrail on AI interactions to help support your privacy and compliance posture.
Spend cap
A hard limit you set on how much the AI can bill in a given period, paired with alerts as you approach it. Caps and alerts come on every plan, so automation can never run up an unbounded bill.
Cost-to-serve
The fully loaded cost of resolving a customer issue across AI and human effort. Callario's outcome-based pricing ties spend directly to verified resolutions, making cost-to-serve transparent and easy to reason about.
CSAT (Customer Satisfaction)
A post-interaction score capturing how satisfied a customer was with the support they received. Callario collects CSAT across channels so you can weigh resolution outcomes against the experience behind them.
SLA (Service-Level Agreement)
A commitment to respond to or resolve issues within defined time targets, tracked and surfaced so teams can stay ahead of breaches. SLA timers account for states like on-hold so the clock reflects real working time.
Omnichannel
Handling every support channel — chat, email, voice (early access), and messaging — through one unified inbox and one shared data model. The same AI brain and governance plane apply consistently wherever the customer reaches you.
Audit log
A tamper-evident, hash-chained record of actions across the platform, including AI and tool steps. Together with per-resolution receipts and full agent traces, it lets you reconstruct and verify exactly what happened — and challenge any charge.
Agent trace
A step-by-step record of how the AI reached an outcome — the tools it called, the sources it retrieved, and the decisions it made. The trace is the backbone of auditability and the evidence that makes a verified resolution disputable.
See the receipt behind every term.
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