Decagon per-resolution outcome pricing

This pricing model turns Decagon into a pure ROI purchase, because the customer only pays the premium rate when the AI finishes the job end to end. That makes buying feel closer to replacing an outsourced support vendor than adding another SaaS seat. In practice, Decagon is rewarded for taking the ticket, reading account context, doing the backend action, and closing the loop without handing off to a human.

• The key metric is containment, meaning conversations fully solved by AI. In the current market, third generation support agents often reach 60% to 80% containment, and the economics are attractive because AI resolutions can cost about $0.99 to $1.50 versus roughly $10 to $15 for human handling.
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• This puts Decagon closer to Sierra than to Intercom. Sierra also prices around outcomes, at about $1.50 per resolution, while Intercom keeps seat based pricing and adds 99 cent AI resolved tickets on top. Decagon is selling labor replacement first, while Intercom is monetizing software seats plus automation.
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• Charging nothing on escalations lowers buyer risk during rollout. A brand can send Decagon hard workflows like refunds, card replacements, or cancellations, and only pay the higher rate when the agent actually completes the workflow. That aligns pricing with the moments where Decagon creates the most measurable cost savings.
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The next step is broader outcome pricing across voice, onboarding, and outbound service flows. As AI agents take more actions inside CRM, billing, and support systems, the winning vendors will be the ones that can prove completed work, not just answered messages, and price directly against human labor they remove.