Simulated service desk
From 2026-05-01 to 2026-05-31, the AI cost about $12,230 (31 days of a $144,000 fee for 6,000 employees from 2026-01-01). 809 of 6,000 employees used it (13%). It claimed 637 resolutions and about 548 held, so each resolution that held cost $22.30 (range $21.58 to $23.21).
1What to raise
| Finding | Seats | Amount | Detail |
|---|---|---|---|
| Paid for, not used: 5,191 of 6,000 employees | 5,191 | $10,581 | 13% of employees used it in the period (people with a conversation). Count active users before the next renewal, or move to a price that follows use. |
2Seats
| Fee for the period | $12,230 | 31 days of a $144,000 fee for 6,000 employees from 2026-01-01 |
| Employees | 6,000 | |
| Used it in the period | 809 | 13.5%, counted from people with a conversation |
| Paid for and not used | 5,191 | $10,581 of the period's fee |
3What the AI's conversations delivered
The AI's conversations in the period, by what happened next. "Came back" means the same person opened a ticket about the same type of issue within 7 days.
| Outcome | Conversations | Share |
|---|---|---|
| Resolved, and the person did not come back | 540 | 62.9% |
| Resolved, but the person came back | 97 | 11.3% |
| Handed to a person | 129 | 15.0% |
| Abandoned or unanswered | 92 | 10.7% |
4Each resolution that held
Of the period's 637 claimed resolutions, 15.2% came back within 7 days, against 1.5% after your agents' resolutions of the same types. Beyond that normal rate, 13.9% did not hold (range 11.0% to 17.3%; audit confidence high), so about 548 held.
$12,230 (the period's share of the fee) ÷ 548 resolutions that held = $22.30 per resolution that held (range $21.58 to $23.21). It is the number to compare across vendors and billing models.
5Data lineage
| File | Rows | SHA-256 |
|---|---|---|
| incidents.csv | 74,477 | a5dd9e825b4798c2… |
| virtual_agent.csv | 4,741 | 45589c60796fe765… |