# Resolution, deflection, ROI and pricing (cheat sheet)

> Definitions that cannot be gamed, a cost-per-resolution formula and red flags in vendor benchmarks.

Source: https://conversationalaidesign.com/cheatsheets/resolution-roi-pricing.html. Author: Nelson Abacherli Kawakami. Reviewed November 3, 2026.

## Definitions
| Metric | Means | Weakness |
|---|---|---|
| Containment | Conversation ended without a person | Counts people who gave up |
| Deflection | Request never reached a human queue | Can rise when the bot is useless |
| Resolution | Customer's problem actually solved | Needs a verifiable definition |
| Escalation rate | Share handed to a person | Low is not always good |
| Repeat contact | Same customer, same issue, again | Best check on false resolutions |

## Cost per resolution
```
cost per resolution =
  (platform + model + telephony + people + upkeep + evaluation)
  / verified resolutions

verified = outcome confirmed AND no repeat contact within N days

Compare with the same figure for human-handled cases of the same kind.
```

## Pricing models
| Model | You pay for | Watch for |
|---|---|---|
| Per resolution | Outcomes | Who decides what counts as resolved |
| Per conversation or session | Every conversation | Paying when nothing is solved |
| Per seat or flat | Capacity | Overage and low use |

## Red flags in benchmarks
- The vendor measures its own product
- Any reply counts as a resolution
- No repeat-contact check
- No split of AI-only from handed-off conversations
- No method stated

Related modules: Data, analytics and BI for assistants (https://conversationalaidesign.com/modules/17-analytics-and-bi.html), Platforms and hybrid architectures (https://conversationalaidesign.com/modules/12-platforms.html)