Take this into the demo

Support Resolution Agent: questions to ask

From The AI Agents Report by Iterategy · iterategy.com/research/ai-agents/jobs/support-resolution-agent/

The nine questions

Does an AI do this, or does a rule? If the answer is “when X happens it sends Y”, you are buying automation, and it should not cost AI prices.
Does it send, or does it draft? Ask for the sentence on their page that says it acts on its own.
Does it do it on its own on this plan, or on the one above? The setting that lets it act without you is often a tier up from the entry price.
What does it do with the hard cases? Ask what it holds back for you, and what happens to what it cannot resolve.
What is the cap, and what happens past it? Work out the bill at the volume you actually do, not at the included allowance.
What is the unit? Per month, per user, per location, per minute, per credit or per resolved ticket.
Who does the setup, and is it in the price?
What happens to the changes it made when I stop paying? Some tools make changes that stay only while you subscribe.
Who carries the legal side? For calling and texting customers, ask who handles consent and opt-outs.

These close the ticket themselves, issuing the refund or finishing the workflow. Many products sold as support agents only draft a reply for your team, so ask which it does.
Vendors publish their own ceiling: roughly two thirds of contacts handled start to finish. Plan for a person to take the rest.
Pricing per conversation or per resolution makes the bill unpredictable. Work it out at your real ticket volume.
Ask how it knows the same customer across chat, email and the phone. Losing track of who someone is across channels is the failure customers notice most.
Most are sold through a sales call: 10 of the 26 can be bought with a sign-up form.