About automated resolution tiers

Automated resolutionsare the unit of measurement used for calculating and billing your account forAI agentusage. Paying per automated resolution means you pay only for customer requests that were successfully resolved by an AI agent, without any escalation to a human agent.


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This article describes the automated resolution
tiers that were introduced on May 18, 2026.
Automated resolutions are the unit of measurement used for calculating and billing
your account for AI agent usage. Paying per automated resolution means you
pay only for customer requests that were successfully resolved by an AI agent, without
any escalation to a human agent.
Automated resolutions are grouped into tiers that reflect the value the AI agent
provided. Resolutions in each tier cost a different amount according to the value
provided. Your account is automatically credited with a resolution allowance, from which
the cost of the automated resolutions is drawn.


Understanding the automated resolution tiers

Automated resolutions are grouped into tiers. These tiers ensure you don’t overpay
for straightforward tasks, while accurately reflecting the value of more complex
resolutions.
The table below describes the automated resolution tiers.










Tier name
Description
How this tier is measured


Assisted escalation
The AI agent contributed to the interaction before a human
agent completed the resolution. This tier does not count against
your resolution allowance.
The AI agent may have collected some data, authenticated the
customer, or provided routing assistance, but ultimately the
conversation was still escalated to a human agent to be
resolved.


Contained resolution
The AI agent handled the interaction to completion without
the customer requesting further assistance. This tier does not
count against your resolution allowance.
The AI agent responded to a customer’s question, and the
customer did not do any of the following:
Request further clarification.
Provide feedback on the AI agent’s answer.
Ask to speak to a human.

After a 72-hour window
with no customer follow-up, a verification process is
performed by a large language model (LLM) that evaluates the
text of the conversation to confirm that the customer’s
request was satisfactorily resolved. Conversations that
don’t pass this verification are considered a Contained
resolution.



Verified resolution
The AI agent successfully resolved the interaction.
The AI agent responded to a customer’s question, and the
customer did not request further assistance. After a 72-hour window with no customer
follow-up, a verification process is performed by an LLM
that evaluates the text of the conversation to confirm that
the customer’s request was satisfactorily resolved.
Conversations that pass this verification are considered a
Verified resolution.








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