Proposed test Customer service
Can a company resolve service requests with less rework?
Many AI tools for customer service promise faster answers. What counts is whether a case stays solved after quality checks and whether people spend less time putting answers right.
Why this question
Buyers can rarely compare offers on facts.
ETHORITY's market study reviewed what 107 customer service entries disclose on their own public pages. Fewer than half show a price, and prices follow at least seven different models. To compare, a buyer has to calculate each offer at the same expected case volume and confirm the hosting region and data terms in writing.
Prices follow at least seven different models, including per resolved case, per seat and per minute, as well as quote-only offers.
Source: Good AI Prism Market Study 2026/27, Global edition v2.6, 27 Oct 2026, pp. 54–55. Vendor information checked 19–20 Oct 2026. The 107 are entries in the research set, not a count of distinct products.
The test
Six steps, agreed before the start.
- 01
Define what should improve
Cases that stay solved, less time spent on rework and fewer repeat contacts. The customer's view counts as much as the team's.
- 02
Record the baseline
Measure the current state over an agreed period: reopen rate, handling time including quality checks and rework, repeat contacts and handovers to a person.
- 03
Limit the deployment
One request type, one team. The AI assistant drafts answers, and a person checks every answer before it goes out.
- 04
Compare offers on the same basis
Calculate each offer at the same expected case volume and confirm the hosting region and customer data terms in writing.
- 05
Agree the threshold and the decision owner
Before the start, the head of service and the team agree which result justifies expansion. One named person decides.
- 06
Decide
Expand to the next request type, change the set-up or stop. The decision and its numbers are documented.
What we measure
Five measures, one comparison.
| Measure | Definition | Why it matters |
|---|---|---|
| Cases that stay solved | Closed cases that are not reopened within an agreed period | Shows whether answers hold |
| Rework time | Minutes spent checking and correcting AI drafts | Shows the time really saved |
| Repeat contacts | Customer contacts per case | Shows the customer's effort |
| Handovers | Cases handed to a person, and how fast | Shows whether people stay reachable |
| Cost per resolved case | Total cost divided by cases that stay solved | Makes offers comparable |
What to bring
Request types and monthly volumes, today’s quality checks, the team that would take part and the person who decides.