Per-resolution or per-seat: how AI support pricing works
AI support tools charge for the people who use them, the conversations they handle, or the cases they resolve. Which model costs less depends on your volume and on how strictly the vendor defines a resolution.
One month of support
- Per seatEach teammate with access
- Per conversationEach conversation the AI handles
- Per resolutionOnly cases AI resolves aloneUS$0.30 each
Three ways to charge
Per-seat pricing follows the size of your team, per-conversation pricing follows how many conversations arrive, and per-resolution pricing follows the cases the AI finishes.
| Per seat | Per conversation | Per resolution | |
|---|---|---|---|
| You pay for | Each teammate with access | Each conversation the AI handles | Each case the AI resolves on its own |
| Cost grows with | Team size | Conversation volume | Resolved cases |
| In a quiet month | The same bill | A lower bill | A lower bill |
| When the AI can’t help | No extra cost | The conversation still counts | Not charged |
| What to check | Seats for people who help only now and then | What counts as one conversation | What counts as resolved |
How the three pricing models compare
You pay for
- Per seat
- Each teammate with access
- Per conversation
- Each conversation the AI handles
- Per resolution
- Each case the AI resolves on its own
Cost grows with
- Per seat
- Team size
- Per conversation
- Conversation volume
- Per resolution
- Resolved cases
In a quiet month
- Per seat
- The same bill
- Per conversation
- A lower bill
- Per resolution
- A lower bill
When the AI can’t help
- Per seat
- No extra cost
- Per conversation
- The conversation still counts
- Per resolution
- Not charged
What to check
- Per seat
- Seats for people who help only now and then
- Per conversation
- What counts as one conversation
- Per resolution
- What counts as resolved
What to check in a resolution definition
A price per resolution means little until you know what counts as one. Before you compare prices, find out what the vendor charges for and what it leaves out.
- Silence: a customer who stops replying hasn’t confirmed anything. Ask whether silence counts.
- Handoffs: a case a person finishes shouldn’t count as an AI resolution.
- Follow-ups: several replies about one problem should be one case.
- Problems that come back: ask whether a charge is reversed when the same problem returns unsolved.
- Testing: questions you ask while testing should be free.
Replai doesn’t charge for silence, drafts, previews or cases your team finishes. Each case is charged at most once, and evidence that the problem remains reverses the charge. Pricing lists every rule.
Estimate a month
Multiply the support cases you expect the AI to resolve on its own in a month by the price per resolution. Count only the cases it would finish without a person.
Replai: US$0.30 outside Taiwan. Taiwan: NT$5 launch price (standard NT$10), through 2026-12-31 Asia/Taipei. For example, 128 AI-resolved cases in a month come to US$38.40.
To find your own number, take a month of past conversations and count the ones your docs fully answer. Replai’s draft mode shows the same thing on live conversations before the AI replies on its own.
When per-seat pricing is cheaper
With a small team, many conversations and an AI that resolves most of them, a per-resolution bill grows with every case while seats stay flat. Compare both at your real numbers, including your busiest month.
Keep reading
- PricingUS$0.30 outside Taiwan. Taiwan: NT$5 launch price (standard NT$10), through 2026-12-31 Asia/Taipei. Per AI-resolved support case. No monthly or seat fees. Monthly Stripe collection begins only after payment setup.
- Choosing an AI support agentSeven questions to ask before an AI answers your customers: where answers come from, what happens when it doesn’t know, review, channels, pricing, setup and upkeep.
- AI agent vs shared inboxHow an AI support agent differs from a shared inbox where people write every reply, when each fits a small SaaS team, and how to switch.
Replai · AIthentic LLC Last updated