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Glossary · Support Agent (AI)

Support Agent (AI)

An AI support agent is an AI agent that handles customer service interactions, resolving issues or escalating them, typically priced per resolved ticket or conversation.

Its core outcome is a resolved customer issue, measured by resolution rate rather than by how many contacts it merely deflects.

WorkForce benchmarks support agents on cost per resolution, so a quote can be checked against the transaction-anchored market rate.

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Related terms
Cost per Resolution
Cost per resolution is the price to fully resolve one customer issue with an AI agent, the standard unit for pricing AI …
Resolution Rate
Resolution rate is the percentage of customer issues an AI agent fully resolves without human escalation.…
AI Agent
An AI agent is a software system that uses a language model to pursue a goal across multiple steps — planning, calling t…
WORKFORCE

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