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5 of 83 AI Support Vendors Will Put Money Behind Their Resolution Rate
Everyone advertises a resolution rate. Almost nobody guarantees one.
A resolution rate is the number every vendor in this category leads with. It is also the number almost none of them will stand behind. Across the 83 platforms we track, five attach any consequence at all to missing it.
The interesting part is not the count. It is that the five are not the same kind of promise, and the differences are the whole story: one guarantees a number and states no consequence, one has no published number to guarantee, and the largest headline figure in the category is available to almost nobody.
What counts as a guarantee here
Three separate things, and a vendor can do one without the others. A threshold, meaning a number they commit to. A remedy, meaning what happens when the number is missed. And eligibility, meaning who can actually claim it.
A marketing claim has none of the three. An SLA on uptime is not one of these either, because uptime is not resolution. What follows is only the platforms that put a resolution or automation rate in writing with something attached.
The five
| Platform | Guarantees | If it is missed | Who can claim it |
|---|---|---|---|
| Fin (formerly Intercom) | 65% | $1,000,000 paid to you | Over 250,000 monthly conversations, in North America or Europe, currently on Intercom or Zendesk. Phase one only. |
| My AskAI | 60% | Your money back | Any customer. Stated at the top of the pricing page. |
| CoSupport AI | 60% | A full refund of every paid day, checked on day 60 | Any customer. Days 1 to 30 are a free pilot, the paid plan starts on day 30, and the check happens on day 60. |
| Tidio Lyro | 50% | Nothing stated | Premium plan only, which is quoted rather than priced and carries a 3,000-conversation monthly minimum |
| Fini | Negotiated, not published | You pay nothing for the 90-day pilot and can walk away | Enterprise only. Targets are agreed in writing per customer rather than published, so there is no number to hold them to in advance. |
READ ON EACH VENDOR’S OWN PAGE, 11 AUGUST 2026 · 5 OF 83 PLATFORMS ATTACH ANYTHING AT ALL
Read the last two columns before the first. The threshold is the number that gets quoted in a deck; the remedy and the eligibility decide whether it is worth anything.
The guarantee with no stated remedy
Tidio publishes a guaranteed 50% Lyro resolution rate on its Premium plan and does not say what happens if the rate is not met. There is no refund, no credit, no exit named anywhere on the pricing page.
A remedy may well exist in the contract. Vendors routinely agree terms they do not publish, and Tidio puts more of its pricing in the open than most of this category manages. The point here is narrower: on public information there is nothing to compare, where three other vendors have written their consequence down. The practical step is to ask what happens if the rate is missed, and to get the answer into the contract rather than the call.
It is also the only one of the five on a plan you cannot price. Premium is quoted, with a 3,000-conversation monthly minimum, so the guarantee arrives attached to a number you will not learn until you have had the call.
The largest guarantee has the narrowest gate
Fin's is the headline figure in the category: a million dollars if it fails to reach a 65% resolution rate. Read the eligibility and the population it applies to is very small indeed.
You need over 250,000 monthly conversations. You need to be in North America or Europe. You need to already be on Intercom or Zendesk. Phase one, in Fin's own words.
For scale, 250,000 conversations a month is roughly 8,000 a day. That is a large contact centre, not a growing company. The overwhelming majority of buyers reading about a million-dollar guarantee cannot claim it.
Fin does also offer something every new customer can use: up to $1M of your money back inside 90 days, no questions asked. That one attaches to satisfaction rather than to a rate, so it is a refund policy rather than a performance guarantee, and it is the more useful of the two for most buyers.
What they will guarantee, against what they advertise
| Platform | Advertises | Will guarantee |
|---|---|---|
| Fin (formerly Intercom) | 76% across 12,000 customers on its own ROI page | 65% |
| My AskAI | 60% | 60% |
| CoSupport AI | 60% | 60% |
| Tidio Lyro | up to 67% of common questions resolved without a human | 50% |
Fin is the gap worth noticing. Its own ROI page puts resolution at 76% across 12,000 customers. The number it will pay out against is 65%. Eleven points separate the figure used to sell the product from the figure used to underwrite it.
That is not dishonest, and the direction makes sense: you underwrite conservatively or you do not underwrite at all. It is worth seeing, though, because the marketing figure is the one that ends up in your business case and the guaranteed figure is the one anybody has actually committed to.
My AskAI and CoSupport AI guarantee the same number they advertise, which is a straightforwardly stronger position and costs them the room Fin has kept.
The pilot that replaces a guarantee
Fini does something different and worth separating out. There is no published threshold at all. Instead, enterprise pilots run 90 days on live traffic with resolution, CSAT and accuracy targets agreed in writing, and you pay nothing during them.
As a buyer this may be better than a published number, because the targets are yours rather than the vendor's. It is also unavailable to everyone else: Growth and Scale customers get no pilot, so the arrangement belongs to whoever is large enough to negotiate it.
In their own words
The wording is the product here, so it is reproduced rather than summarised.
“at least a resolution rate of 65% … we will pay you $1M”
Fin (formerly Intercom)
“60% AI resolution. Or your money back.”
My AskAI
“Day 60, the math gets checked: 60% AI resolution or a full refund of every paid day.”
CoSupport AI
“Guaranteed 50% Lyro AI resolution rate”
Tidio Lyro
“You pay nothing during the 90 days. If the numbers work, your plan begins. If they don't, you walk.”
Fini
What to do with this
- Ask for the remedy, not the rate. Every vendor will give you a rate. The question that separates them is what happens in month four when it is not met.
- Ask what the guarantee is measured against. A resolution rate depends entirely on what counts as a resolution, and that definition sits in the billing terms rather than the guarantee.
- Check the eligibility before you use the number in a business case. The million-dollar figure is real and almost certainly not available to you.
- Ask for the target in writing even where none is published. Fini's arrangement shows vendors will agree to numbers privately that they will not print, and asking costs nothing.
- Treat a guarantee as a floor rather than a forecast. Every vendor here guarantees at or below what it advertises, which tells you which number they believe.
The broader point is that this category sells outcomes and rarely underwrites them. Five of 83 is not a scandal, and building an underwritable product is genuinely hard when the resolution rate depends on the buyer's own documentation more than the vendor's model. It does mean an advertised rate and a guaranteed rate are two different kinds of number, and only one of them has somebody standing behind it.
Read on each vendor's own page on 11 August 2026. Where a page states no remedy, this post records that the page states no remedy, not that no remedy exists. If a vendor publishes clearer terms, tell us and the row gets corrected and re-dated. We take no money from any vendor here.
Frequently Asked
Which AI customer service vendors guarantee a resolution rate?
Five of the 78 we track attach anything at all. Fin guarantees 65% for very large accounts, My AskAI 60%, CoSupport AI 60% checked at day 60, and Tidio 50% on its Premium plan. Fini agrees targets in writing per customer instead of publishing one.
What is Fin's million dollar guarantee?
Two things. Any new customer can get up to $1M back inside 90 days if not satisfied. Separately, Fin pays $1M if it fails to reach a 65% resolution rate — but only for customers over 250,000 monthly conversations, in North America or Europe, already on Intercom or Zendesk.
Does a guaranteed resolution rate mean I will get that rate?
No. It means the vendor has stated a consequence for missing it. Treat the guaranteed figure as the floor the vendor will underwrite, not the outcome to plan around, and note that every vendor here guarantees at or below what it advertises.
Which vendor guarantees a rate without saying what happens if it misses?
Tidio. Its Premium plan carries a guaranteed 50% Lyro resolution rate with no refund, credit or exit named on the pricing page. A remedy may exist in the contract, but it is not public.
Why do so few AI support vendors guarantee performance?
Partly because a resolution rate depends heavily on the buyer's own help centre and ticket history rather than the vendor's model, which makes it hard to underwrite. Partly because nobody has to: the category sells on advertised figures nobody is asked to stand behind.
Is a free pilot better than a guarantee?
Often, yes. Fini's 90-day enterprise pilot runs on live traffic with targets agreed in writing and no payment during it, so the numbers being tested are yours. The catch is that pilots are usually offered only to larger accounts.
What should I ask a vendor about its resolution rate?
What counts as a resolution, what happens if the rate is missed, over what period it is measured, and whether you are eligible for whatever guarantee is advertised. The first and last questions are the ones most often skipped.
Tools Mentioned
Full reviews, pricing tiers and where each one breaks.
Fin (formerly Intercom)
SalesforceThe most polished autonomous agent on the market, attached to the pricing model buyers complain about most — and now being bought by Salesforce.
Richpanel
Leads with a self-service portal and puts the AI drafting behind it.
My AskAI
Deliberately cheap deflection layer that hands off to whatever live chat you already run.
Tidio Lyro
One of the few genuinely cheap autonomous agents, bundled with live chat and a basic help desk.
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SOURCES
WRITTEN BY AR · UPDATED 2026-08-11
I read the fine print. Vendor pricing pages, billing definitions, terms, funding filings and acquisition notices — then I do the arithmetic nobody publishes: what a platform actually costs at your volume, what its headline metric is really counting, and who owns it now. I do not run benchmarks, and no page here pretends otherwise.