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 Fidelic 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 always escalate. That safeguard is the trust signal — the floor where the agent stops, not the ceiling where it tries.