About AI agent resolutions

AI agent resolutions are a key part of how the Customer Service Management app measures the effectiveness of its AI-powered customer service agent. Understanding what counts as a resolution helps you track usage and plan for future changes to billing.

Definition of a resolution

A resolution is a conversation between a customer and the AI agent that is successfully completed without needing to hand off the conversation to a human agent or create a work item. The agent must provide a complete answer, and the conversation must be judged as resolved by the system’s LLM (large language model) judge.

Interactions not counted as resolutions

The following interactions are not counted as resolutions:

• Conversations that result in a handoff to a human agent or the creation of a work item.

• Conversations where the AI agent says it cannot help.

• Conversations conducted as a test in the customer service agent settings.

Each conversation can only have one resolution.

Usage and billing for resolutions

Currently, the AI agent is free to use on Standard, Premium, and Enterprise plans. Usage charges for AI agent resolutions will start on December 3, 2026. Find out more about billing for AI agent resolutions.