Bill reconciliation · per resolution
Example vendor
$110Disputed
Billed
650
resolutions · $650
Billing errors
13
2.0% of billed items · $13
Did not hold (contract definition)
97
repeat ticket within 7 days
Cost per resolution that held
$1.19
range $1.15 to $1.23
Held
540
of 637 checked
Of 650 billed resolutions ($650) for 2026-05-01 to 2026-05-31, 110 are disputable ($110): 8 billed twice; 2 with no matching conversation; 3 not resolved; 97 did not hold under the contract's definition. Each resolution that held cost $1.19 (range $1.15 to $1.23).
1The definition used
Verified resolution: a conversation the AI resolved, inside the billing period, after which the same person did not open a ticket about the same type of issue within 7 days.
The contract uses this definition, so every billed item that did not meet it is disputed below.
2Reconciliation
| Reason | Items | Amount |
|---|---|---|
| Billed more than once | 8 | $8 |
| No matching conversation in your records | 2 | $2 |
| The conversation was not resolved | 3 | $3 |
| Did not hold under the contract's definition | 97 | $97 |
| Disputed | 110 | $110 |
3What the money bought
The resolutions on the bill that match your records, by what happened next. "Came back" means the same person opened a ticket about the same type of issue within 7 days.
| Outcome | Resolutions | Share | Billed |
|---|---|---|---|
| Resolved, and the person did not come back | 540 | 84.4% | $540 |
| Resolved, but the person came back | 97 | 15.2% | $97 |
| Handed to a person | 2 | 0.3% | $2 |
| Abandoned or unanswered | 1 | 0.2% | $1 |
4Disputed items
| Line | Item | Billed | Amount | Reason | Detail |
|---|---|---|---|---|---|
| 5 | VA00004669 | 2026-05-01 | $1.00 | Did not hold under the contract's definition | Repeat ticket 6.0 days later, same type of issue |
| 8 | VA00002774 | 2026-05-01 | $1.00 | Did not hold under the contract's definition | Repeat ticket 6.0 days later, same type of issue |
| 18 | VA00004020 | 2026-05-01 | $1.00 | Billed more than once | |
| 19 | VA00001160 | 2026-05-01 | $1.00 | Did not hold under the contract's definition | Repeat ticket 5.0 days later, same type of issue |
| 20 | VA00000799 | 2026-05-01 | $1.00 | Did not hold under the contract's definition | Repeat ticket 3.0 days later, same type of issue |
| 28 | VA00004530 | 2026-05-04 | $1.00 | Did not hold under the contract's definition | Repeat ticket 4.0 days later, same type of issue |
| 29 | VA00000886 | 2026-05-04 | $1.00 | Did not hold under the contract's definition | Repeat ticket 1.0 days later, same type of issue |
| 39 | VA00003544 | 2026-05-04 | $1.00 | Did not hold under the contract's definition | Repeat ticket 1.1 days later, same type of issue |
| 41 | VA00003227 | 2026-05-04 | $1.00 | Did not hold under the contract's definition | Repeat ticket 3.0 days later, same type of issue |
| 49 | VA00001296 | 2026-05-04 | $1.00 | Did not hold under the contract's definition | Repeat ticket 1.0 days later, same type of issue |
| 87 | VA00001560 | 2026-05-05 | $1.00 | Did not hold under the contract's definition | Repeat ticket 2.0 days later, same type of issue |
| 88 | VA00004259 | 2026-05-05 | $1.00 | Did not hold under the contract's definition | Repeat ticket 1.0 days later, same type of issue |
| 102 | VA00003423 | 2026-05-06 | $1.00 | Did not hold under the contract's definition | Repeat ticket 6.0 days later, same type of issue |
| 104 | VA00001165 | 2026-05-06 | $1.00 | Did not hold under the contract's definition | Repeat ticket 6.0 days later, same type of issue |
| 119 | VA00002775 | 2026-05-06 | $1.00 | Did not hold under the contract's definition | Repeat ticket 5.0 days later, same type of issue |
| 129 | VA00003741 | 2026-05-06 | $1.00 | Did not hold under the contract's definition | Repeat ticket 2.0 days later, same type of issue |
| 130 | VA00000410 | 2026-05-07 | $1.00 | Did not hold under the contract's definition | Repeat ticket 6.0 days later, same type of issue |
| 137 | VA00001297 | 2026-05-07 | $1.00 | Did not hold under the contract's definition | Repeat ticket 5.0 days later, same type of issue |
| 144 | VA00002508 | 2026-05-07 | $1.00 | Did not hold under the contract's definition | Repeat ticket 4.0 days later, same type of issue |
| 151 | VA00003236 | 2026-05-07 | $1.00 | Did not hold under the contract's definition | Repeat ticket 6.8 days later, same type of issue |
| 155 | VA00004042 | 2026-05-08 | $1.00 | Did not hold under the contract's definition | Repeat ticket 5.0 days later, same type of issue |
| 160 | VA00001169 | 2026-05-08 | $1.00 | Did not hold under the contract's definition | Repeat ticket 3.0 days later, same type of issue |
| 165 | VA00003091 | 2026-05-08 | $1.00 | Billed more than once | |
| 172 | VA00001171 | 2026-05-08 | $1.00 | Did not hold under the contract's definition | Repeat ticket 4.0 days later, same type of issue |
| 183 | VA00002149 | 2026-05-11 | $1.00 | Did not hold under the contract's definition | Repeat ticket 1.0 days later, same type of issue |
| 193 | VA00001175 | 2026-05-11 | $1.00 | Did not hold under the contract's definition | Repeat ticket 3.3 days later, same type of issue |
| 200 | VA00000889 | 2026-05-11 | $1.00 | Did not hold under the contract's definition | Repeat ticket 2.0 days later, same type of issue |
| 203 | VA00003429 | 2026-05-11 | $1.00 | Did not hold under the contract's definition | Repeat ticket 4.0 days later, same type of issue |
| 216 | VA00000812 | 2026-05-11 | $1.00 | Billed more than once | |
| 217 | VA00000661 | 2026-05-11 | $1.00 | Did not hold under the contract's definition | Repeat ticket 0.8 days later, same type of issue |
| 218 | VA00004277 | 2026-05-11 | $1.00 | Did not hold under the contract's definition | Repeat ticket 2.0 days later, same type of issue |
| 220 | VA00002919 | 2026-05-11 | $1.00 | Did not hold under the contract's definition | Repeat ticket 1.0 days later, same type of issue |
| 227 | VA00002400 | 2026-05-12 | $1.00 | Billed more than once | |
| 228 | VA00001009 | 2026-05-12 | $1.00 | Did not hold under the contract's definition | Repeat ticket 3.0 days later, same type of issue |
| 230 | VA00001013 | 2026-05-12 | $1.00 | Did not hold under the contract's definition | Repeat ticket 2.0 days later, same type of issue |
| 240 | VA00001374 | 2026-05-12 | $1.00 | Did not hold under the contract's definition | Repeat ticket 3.0 days later, same type of issue |
| 241 | VA00003749 | 2026-05-12 | $1.00 | Did not hold under the contract's definition | Repeat ticket 1.0 days later, same type of issue |
| 245 | VA00002147 | 2026-05-12 | $1.00 | Did not hold under the contract's definition | Repeat ticket 2.0 days later, same type of issue |
| 252 | VA00004539 | 2026-05-13 | $1.00 | Did not hold under the contract's definition | Repeat ticket 5.0 days later, same type of issue |
| 263 | VA00000234 | 2026-05-13 | $1.00 | Did not hold under the contract's definition | Repeat ticket 6.0 days later, same type of issue |
| 264 | VA00001372 | 2026-05-13 | $1.00 | Did not hold under the contract's definition | Repeat ticket 1.0 days later, same type of issue |
| 266 | VA00003745 | 2026-05-13 | $1.00 | Billed more than once | |
| 268 | VA00002144 | 2026-05-13 | $1.00 | Did not hold under the contract's definition | Repeat ticket 5.0 days later, same type of issue |
| 270 | VA00000519 | 2026-05-13 | $1.00 | Did not hold under the contract's definition | Repeat ticket 5.0 days later, same type of issue |
| 273 | VA00004679 | 2026-05-13 | $1.00 | Did not hold under the contract's definition | Repeat ticket 2.7 days later, same type of issue |
| 277 | VA00003550 | 2026-05-13 | $1.00 | Did not hold under the contract's definition | Repeat ticket 6.0 days later, same type of issue |
| 281 | VA00004677 | 2026-05-13 | $1.00 | Billed more than once | |
| 286 | VA00001918 | 2026-05-14 | $1.00 | Did not hold under the contract's definition | Repeat ticket 1.0 days later, same type of issue |
| 289 | VA00000109 | 2026-05-14 | $1.00 | Did not hold under the contract's definition | Repeat ticket 6.0 days later, same type of issue |
| 294 | VA00003243 | 2026-05-14 | $1.00 | Did not hold under the contract's definition | Repeat ticket 6.0 days later, same type of issue |
5Compared with your agents' resolutions
Across the period's 637 checkable claims, 15.2% came back within 7 days after the AI, against 1.5% after your agents' resolutions of the same types. Share that did not hold beyond that normal rate: 13.9% (range 11.0% to 17.3%). Audit confidence: high.
About 548 of the period's 637 claimed resolutions held (range 527 to 567). The bill comes to $1.19 per resolution that held (range $1.15 to $1.23): the number to compare across vendors and billing models.
6In the vendor's favour
0 conversations your records show as resolved in this period are not on the bill. They are reported so the reconciliation is fair to both sides.
7Notes
- 2,972 bill lines dated outside the period were left out.
8Sign-off
| Role | Name | Date |
|---|---|---|
| Prepared by | ||
| Reviewed by (buyer) | ||
| Acknowledged by (vendor) |
9Data lineage
| File | Rows | SHA-256 |
|---|---|---|
| incidents.csv | 74,477 | a5dd9e825b4798c2… |
| virtual_agent.csv | 4,741 | 45589c60796fe765… |
| billing.csv | 3,622 | 9f85a7429b0dcf2d… |