Editorial standards

Contents

1. Accuracy first
2. Resolution rates are labelled
3. Prices in their own units
4. Fair to every vendor
5. No paid placement
6. How we use AI tools
7. Corrections

Accuracy first

Every factual claim about a vendor links to a source we opened, with the access date. If we cannot verify something, we leave it out or say it is not published.

Resolution rates are labelled

Resolution rates, cost savings and automation figures published by vendors are labelled as theirs, and we say how the vendor defines a resolution where it publishes a definition.

Prices in their own units

Vendors price per outcome, conversation, session, interaction or seat. We quote each price in the vendor's own unit and label any conversion to a common basis as our own calculation.

Fair to every vendor

Each agent is described in plain, neutral language, with its strengths, its limits and the companies it suits. We say when another agent is the better choice.

No paid placement

No vendor pays to appear, to be ranked or to be described differently. There are no affiliate links.

How we use AI tools

We use AI tools to help with research and drafting. Every factual claim is checked against the source it cites before publication.

Corrections

If a fact is wrong or out of date, tell us. We fix verified errors quickly, update the page's date and record the change in its change log.

Further reading

• Guide · Agents and chatbotsAI agent vs chatbot in customer serviceAlmost every vendor now calls its product an agent. The useful distinction is not the label but what the software can do with a customer's records.
• Guide · Escalation designDesigning escalation from an AI agent to a personThe handoff is where customers decide whether an AI agent helped them. This guide sets out when to escalate, what to pass on and how to know the design is working.
• Guide · CostWhat AI customer service costs per resolutionFive vendors, five pricing units. This guide sets out what each one counts, what it leaves out and how to compare them on the same footing.