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September 16, 2026

Viewpoints

Per-Resolution Pricing Is Training AI Support Vendors to Optimize for the Wrong Number

Call ended does not mean that resolution happened, so pricing models need to adapt.

Where You Should Build Your AI Agents

Focusing on agentic projects that deliver time to value in months will enable you to reap the benefits from AI without locking you into a particular agentic strategy. (Featured on SmartCustomerService.com.)