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Pricing Principles

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Summary of Our Pricing

We do not charge for the platform itself, but we do charge for the value delivered to our customers, which is every time the AI agent solves a support ticket from start to finish without a human agent.

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Pay as You Get Value

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1. AI Resolutions

We get paid when the AI agent solves your customer’s issue. There are two types of AI resolutions: light resolution and solid resolution.

AI ResolutionDescription
Light ResolutionThe AI agent solves your customer’s problem without taking any action; by answering text-based questions on any channel.
Solid ResolutionThe AI takes action(s) to solve your customer’s problem, such as calling your CRM or backend system to update, delete, or add records.

Any conversation not resolved by the AI agent will be automatically handed off to a human agent, and we will not get paid for that. However, the human agent can use our AI-rich workspace to solve the problem.

Pricing per resolution type:

  • Solid resolution: 0.50 USD per resolution (That’s $50 for every 100 resolutions)
  • Light resolution: 0.010 USD per resolution (That’s $10 for every 1,000 resolutions)

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2. AI Phone Calls

  • In addition to the resolution rate, we also get paid per AI phone call. The cost is $0.07 per minute.
  • To be able to make calls using the AI, you need to buy a phone number from the dashboard, and it costs $2.99/month.

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3. AI Outbound Calls and Emails

  • The cost is $0.07/minute for calls.
  • The cost is $0.01/email.

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How Resolutions Are Marked as Resolved

  • Our AI agent will ask the customer if the conversation is resolved. If the customer says yes, the AI agent will mark the conversation as resolved. If the customer says no, the AI agent will mark the conversation as unresolved.
  • If the customer does not provide an answer, the AI will wait for 1 day before using another AI agent to judge if the conversation is resolved or not.

Examples:

  1. Example 1: Direct Confirmation

    • AI: “Is your issue resolved?”
    • Customer: “Yes, it is.”
    • AI: Marks the conversation as resolved.

  2. Example 2: No Immediate Response

    • AI: “Is your issue resolved?”
    • Customer does not respond.
    • AI waits for 1 days.
    • AI uses another AI agent to analyze the conversation and determine if the issue is resolved.

  3. Example 3: Negative Response

    • AI: “Is your issue resolved?”
    • Customer: “No, it isn’t.”
    • AI: Marks the conversation as unresolved and escalates to a human agent.

  4. Example 4: Auto handoff after no immediate response

    • AI: “Is your issue resolved?”
    • Customer does not respond.
    • AI waits for 1 days.
    • AI uses another AI agent to analyze the conversation and determine if the issue is resolved.
    • AI: Marks the conversation as unresolved and escalates to a human agent automatically.

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What are in-progress tickets?

When a user leaves a chat, phone, or email conversation without confirming whether the AI agent resolved the issue, the ticket is marked as Undecided (still in progress). We wait for 1 day before using another AI agent to assess whether the issue was resolved. If it was resolved, it will be billed. If not, the ticket is automatically handed off to a human agent, and we will not get paid for it.​

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Comparison with Other Providers

Our pricing page is available here. You will find a full comparison with other SaaS providers. Here is a quick table that summarizes the differences:

# of Human Agents# of Tickets per MonthZendesk CostIntercom CostOpen Cost
302000$7800/month$6400/month$1500/month (while automatically solving 50% of your volume using AI)

So, Open is 12 times cheaper than any alternative, and on top of that, we free up 50% of your human agents.

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