Customer Success & Support agents

Strategy

The customer category is dominated by per-resolution and outcome-based pricing models, where the agent gets paid for failed escalations too. Decagon, Sierra, Fin, Ada all use some form of consumption pricing; Sierra runs at $150K+/yr enterprise floors per third-party reports. The FidelicAI posture: flat-tier pricing, every safeguard logged with the policy reference that fired.

A typical deployment sequences KORA on the bottom 60% of accounts (renewals routing), then KESA on tier-1 ticket resolution, then ORZA when voice/SMS/in-app channels need brand-tuned coverage. AERA pairs with human support agents who already work the queue and need real-time backup, not replacement.

These agents will not commit to refunds, override SLAs, or invent policy. Refunds, SLAs, and policy interpretation route to the accountable owner. That safeguard is the trust signal — the floor where the agent stops, not the ceiling where it tries.