What each week held
Read in 3 of the last 12 weeks. The other 9 were not read at all, and are drawn empty rather than as quiet.
The bar is observed claims in that week. A dashed marker is a week this company was not read at all — not a quiet one. Inferences and failed reads are in neither.
What it declares
- per-resolution/outcome billing
- no human escalation required
- resolution rate guarantee
- RAG over knowledge base
- 72-hour no-follow-up resolution definition
- AI-powered triage and routing
- macro suggestions for human agents
- usage-based scaling with volume tiers
As the company’s own pages describe it. Forge did not test any of these.
What users raised
- unpredictable/spiking monthly bills
- vendor-defined, unauditable 'resolution'
- gap between marketed and actual resolution rates
- low customer trust in AI for complex requests
- hallucinated/wrong answers from stale knowledge bases
- deflection without true resolution
Themes people raised in public. A complaint is somebody’s opinion, not a measurement of the product.
Everything on record
15 observed claims, and 1 inference counted apart from them. Newest first; the tag on each row is what kind of claim you are reading.
- DISCOURSEUSER OPINIONSep 28, 2026
Sophisticated buyer discourse is shifting away from deflection rate as a success metric, since a bot that deflects tickets by frustrating a customer into giving up isn't actually saving money.
reframes how buyers will evaluate and negotiate resolution-based contracts going forward
chattermate.chat/ai-customer-support-trends-2026/ - COMPLAINTUSER OPINIONSep 28, 2026
Zendesk's AI Agent bot performs at roughly 44% resolution in documented production deployments, against Zendesk's marketed 80% resolution rate.
widens the gap between vendor marketing and buyer-experienced outcomes, feeding distrust in resolution-based billing
clonedesk.ai/blog/ai-support-agent-pricing - PRICINGCOMPANY CLAIMSep 28, 2026
A new entrant, Kayako, has abolished per-seat pricing entirely, offering unlimited human agents free and charging $1.00 per AI resolution.
adds a new competitor pricing benchmark between HubSpot's $0.50 floor and Zendesk/Salesforce's higher rates
www.dragapp.com/blog/state-of-ai-support-pricing/ - PRODUCTFACTSep 28, 2026
Zendesk is retiring its legacy bot products between August and December 2026 as it consolidates around outcome-priced Automated Resolutions, forcing existing customers to re-decide their AI support stack this year.
affects current Zendesk legacy-bot customers who must migrate or switch vendors before end of 2026
www.dragapp.com/blog/state-of-ai-support-pricing/ - PRICINGCOMPANY CLAIMSep 28, 2026
Intercom now backs Fin with a guarantee of a 65% resolution rate, paying customers $1 million if that rate isn't met, against a cited industry average resolution rate of 66-67% (up from 27% under two years ago).
signals vendor confidence resolution rates will keep rising, reinforcing the incentive-misalignment critique already tracked in discourse
sitegpt.ai/blog/ai-chatbot-pricing-comparison - COMPLAINTUSER OPINIONSep 13, 2026
A June 2026 Parloa survey of 1,001 US adults found only 13.6% of respondents trust AI to handle a complex service request today, with 30.4% reporting no trust at all, though 85% said they would embrace an automated system that resolves issues nine times out of ten.
Adds a third independent sighting of the trust/frustration complaint theme with a specific quantified trust deficit, while also surfacing a countervailing data point that outcome quality (not AI itself) drives sentiment.
chattermate.chat/ai-customer-service-frustration/ - PRICINGCOMPANY CLAIMSep 13, 2026
A newer entrant, Fini, prices at $0.89, $0.69, or $0.49 per resolved ticket depending on tier, above bundles of 2,000, 8,000, and unlimited resolutions, undercutting Intercom Fin and Zendesk on headline rate.
Introduces a lower-priced competitor into the resolution-pricing comparison set that buyers and analysts are now citing alongside Intercom/Zendesk/Salesforce.
aitoolsbakery.com/blog/ai-customer-support-agents-pricing/ - DISCOURSEFACTSep 13, 2026
A growing list of US states, including California and Colorado, now require disclosure that a customer is talking to AI rather than a human, removing a defense that customers didn't know they were receiving machine output.
Adds a compliance obligation for support-bot operators that did not previously appear in the tracked discourse, tightening the regulatory environment around AI wrong-answer liability.
owlish.bot/blog/ai-chatbot-liability/ - DISCOURSEFACTSep 13, 2026
In May 2026, Germany's Oberlandesgericht Hamm ruled that a chatbot is a tool of the operator and its statements are attributed to the company even when the AI hallucinates, echoing the 2024 Air Canada tribunal ruling but in a second jurisdiction.
Legal liability for bot wrong-answers is now established across two countries, strengthening the argument that vendors/operators bear responsibility regardless of AI involvement.
owlish.bot/blog/ai-chatbot-liability/ - PRICINGFACTSep 13, 2026
Salesforce Agentforce Help Agent reached general availability in July 2026 at $2 per resolution with a stated minimum purchase of 1,000 resolutions; Intercom Fin's public page states a minimum of 50 outcomes per month.
Buyers evaluating Agentforce or Fin must budget for a minimum spend floor, not just the headline per-unit rate.
www.progressiverobot.com/2026/09/08/cresta-ai-agent-cost-per-resolution-pricing/ - DISCOURSEFACTSep 6, 2026
A legal precedent now anchors industry discussion of wrong-answer risk: in 2024 a tribunal held Air Canada responsible for misinformation from its chatbot, treating the bot's response as the company's own promise.
Raises legal/liability stakes for any vendor or business deploying resolution-priced support bots
www.fastcompany.com/91523471/what-to-do-when-your-ai-answers-go-wrong - COMPLAINTUSER OPINIONSep 6, 2026
Customers broadly report frustration with AI support bots giving confidently wrong answers, looping without escalation, and forcing customers to repeat context after handoff to a human, with one report citing that 75% of customers say AI customer service leaves them frustrated.
Affects end-customers and support leaders across all vendors in this category, independent of pricing model
www.happysupport.ai/en/blog/why-ai-chatbots-give-wrong-answers - DISCOURSEINFERENCESep 6, 2026
A consistent cross-source argument has emerged that per-resolution pricing creates a vendor incentive misalignment—vendors earn more as resolution rates rise, which runs counter to a support org's goal of reducing total ticket volume—and that the billing definition of 'resolution' is set unilaterally by the vendor and cannot be independently audited by buyers.
Central framing buyers now use to evaluate/negotiate per-resolution contracts across vendors
www.buildmvpfast.com/blog/cost-per-resolution-trap-ai-agents-game-resolution-kpi-2026 - COMPLAINTUSER OPINIONSep 6, 2026
Buyers report that per-resolution AI support pricing produces unpredictable monthly bills, with costs swinging widely month to month, and some are negotiating resolution caps or flat-rate tiers to control exposure.
Affects finance/ops buyers evaluating per-resolution vendors; recurring theme across multiple independent sources
www.saastr.com/hubspot-switching-ai-pricing-from-per-use-to-per-resolution-but-does-it-really-matter/ - PRICINGCOMPANY CLAIMSep 6, 2026
HubSpot recently changed its Breeze AI Customer Agent pricing from per-conversation to per-resolution: starting April 14, pricing moved from $1.00 per conversation to $0.50 per resolved conversation.
A packaging shift toward outcome-based pricing that other vendors in the category may follow or be compared against
www.saastr.com/hubspot-switching-ai-pricing-from-per-use-to-per-resolution-but-does-it-really-matter/ - PRICINGFACTSep 6, 2026
Baseline market rates for resolution/outcome-based AI support pricing: Intercom Fin charges $0.99 per resolution; Zendesk Automated Resolutions charges $1.50 per resolution on committed volume or $2.00 pay-as-you-go, with a $50/agent/month Advanced AI add-on required for the underlying AI features and Suite plans ranging $55-$169/agent/month; Salesforce Agentforce charges $2.00 per conversation regardless of resolution outcome.
Sets the comparison baseline buyers use to evaluate any new per-resolution vendor pricing changes
www.saastr.com/hubspot-switching-ai-pricing-from-per-use-to-per-resolution-but-does-it-really-matter/
A record of what Forge read in public about Resolution-priced support bots — its own pages and what people wrote about it. Nothing here is a test of the product, a ranking or a score, and Forge has no relationship with this company.