The contract needs a resolution definition that finance can audit and support can recognize.
The proposal protects a measurable commercial outcome while the customer protects against paying for conversations that merely end.
Who you’d be doing this for
“My CFO will ask why a closed chat counts if that shopper calls us again tomorrow.”
Hafiz Aziz · Vice President of Customer Care
Owns service outcomes at the retail prospect and must defend the agent’s impact to finance and procurement.
What is at stake
Procurement has challenged whether a closed conversation counts as a completed customer outcome. You have to protect commercial momentum without pricing unresolved customer work as success.
Why it isn’t already fixed
Every obvious fix costs something else. That’s the part you’d have to decide.
- commercial upside vs. auditable outcomes
- conversation containment vs. completed resolution
- procurement simplicity vs. broader value
- speed to signature vs. durable terms
Why Sierra
Customer-facing AI agents are sold on outcomes, so the definition of a completed resolution shapes both customer trust and commercial value.
Written with these in mind
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This is the setup. The work is inside.
Running it puts you in the room: the full situation and its constraints, stakeholders who push back in their own words, and the decisions that are yours to make. What you produce becomes a Day One Plan — work you can show someone instead of describing.