Herodesk AI Agents charges per resolution.
One resolution is either:
- A message sent to a customer in Herodesk based on a suggested reply with >70% similarity.
- A full chat bot conversation with a customer via the live chat where the AI Agent solved the customers question.
You have one pool of resolutions available for your entire Herodesk account, which is shared among all the AI Agents you create. You must subscribe to a plan containing X pre-purchased resolutions per month at a fixed price.
You can create as many AI Agents as you need at no extra charge. They share the available resolutions, which is all you pay for.
You can see all plans and their prices here: https://herodesk.io/en/pricing/
If you exceed the pre-purchased amount of resolutions in a month, the excess usage will be invoiced at the end of the month. Prices are found here: https://herodesk.io/en/pricing/
If you use less than the pre-purchased amount of resolutions in a month, the unused resolutions do not roll over to the next month. The counter simply resets.
When does a suggested reply count as a resolution?
When an AI Agent is deployed to an inbox in Herodesk, it automatically writes suggested replies to all conversations in that inbox.
You can, with one click, add the suggested reply to the message field, and then decide to either send it as it is or modify it before sending it to the customer.
If the message sent to the customer is 70% or more similar to the suggested reply, it counts as a resolution.
If it is less, it does not count as a resolution.
When does a Chat bot conversation count as a resolution?
When an AI Agent is deployed to a live chat, it can have full conversations with customers, containing multiple messages.
In this case, the full conversation counts as one resolution if the AI Agent solves the customer's question.
We assume by default that it solves the customer's question.
However, if the customer asks to be forwarded to a human agent or its AI Agent is forced to hand over/escalate the conversation as defined in Handover & Escelation rules, it does not count as a resolution.
This is, however, always checked automatically using AI-semantic analysis of the conversation, to ensure live chat conversations are billed correctly.
Invoicing of usage
If your Herodesk subscription and AI Agent is set to the same payment schedule (monthly or annually), they will follow each other.
If they are set to annually, any excessive usage will be invoiced at the end of each month.