Zendesk and Sierra say AI agents should be paid per result, not per seat
Zendesk CEO Tom Eggemeier and Sierra co-founder Clay Bavor said on Wednesday that per-seat pricing for software is on its way out. They spoke at HumanX in Amsterdam. In separate sessions, both said customers should pay for AI agents only when the agents get a job done.
“Unequivocally: seats are dead,” Eggemeier said.
Both sell AI agents for customer service. They spoke as software stocks recover from what investors called the SaaSpocalypse. Things looked “pretty dark early in the year,” Bavor said. Software stocks have since come back a bit off the lows.
Paying for a result
Zendesk moved to outcome-based pricing for its AI agents in August 2024, Eggemeier said. He called it the first company to do so. It now plans to drop seats across its business, with announcements due in three to six months. For many companies, pricing by interaction will be a first step, he...
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