What is Cost per resolution?
The full cost of actually solving one conversation. A truer lens than raw unit cost.
Updated June 2026
Cost per resolution is the fully accounted cost of resolving a single conversation. This is a better lens than raw unit cost, because a cheaper AI that resolves fewer issues is not actually cheaper.
Every unresolved conversation still requires human follow-up, which costs time, money, and customer goodwill. An AI that costs more per resolution but resolves a higher share of conversations often delivers far greater value.
Per-resolution pricing makes this cost explicit by charging only when the AI actually closes a conversation. SupportWire is $19 per seat per month, with 50 AI resolutions a month included, then $0.49 each, half of Intercom Fin’s $0.99 per resolution, with a 14-day trial, no card, and no sales call. A lower price per resolution compounds quickly once an AI agent is resolving the bulk of inbound volume.
See it on SupportWire
Related terms
- Resolution rate The share of conversations an AI agent fully closes on its own. The most honest measure of whether your AI actually solves problems.
- Involvement rate How much of your inbound support volume the AI agent touches, whatever the outcome. A measure of footprint.
- Automation rate Resolution rate times involvement rate. The single number that ties AI impact to cost and capacity.
- Deflection rate Share of support requests resolved without a human. Useful when measured honestly; misleading when silence counts as success.