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Craig Hale

'Stop thinking of agents as software... start thinking of them as a unit of labor': Zendesk links AI pricing to verified resolution outcomes

Zendesk.

Zendesk introduces outcome-based pricing model for AI agents
Customers only pay for support interactions successfully resolved by AI
AI is now being framed as a unit of labor, not just a productivity tool

Zendesk has rethought service pricing in an AI-first era beyond the evolution from seat-based to token-based pricing – the company now commits to outcome-based pricing marking one of the most important commercial shifts in the enterprise AI market.

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