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NewPazau Agent 3 is here: Procedures that test themselves before they go live
For support leaders

Lower cost per contact. Higher CSAT. A headcount plan you can defend.

Pazau Agent resolves the majority of your conversations end-to-end, so your cost per contact falls, your team spends its time where people matter, and your next budget cycle starts from data instead of hope.

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−41% median cost per contact in year onePay per resolution, not per deflectionForecast before you sign
Insights · Support P&L · FY26 plan
Plan vs. actual
Cost per contact
$2.49−42%
was $4.29
CSAT
86%+7 pts
was 79%
AI resolution rate
58%+58 pts
was 0%
Agents required
46−50
was 96
Monthly support cost, by line Before With Pazau
Agent labor
Software
AI resolutions
At current growth, the team absorbs 18 months of forecast volume without a new hire.
−41%
median cost per contact in year one
67%
average AI resolution rate (enterprise median 58%)
+9 pts
CSAT at Vasa Mobility in six months
0
seasonal hires at Copperline Outfitters for peak 2025
What changes

The three numbers you're measured on, and what moves them.

Support leaders buy Pazau for cost per contact, CSAT and a headcount plan that holds up. Here's how each one moves, and how you'll see it.

01

Cost per contact

−41%
median cost per contact, year one

Resolution costs a fraction of a handled conversation. You pay $0.75 per AI resolution on Business, and nothing for conversations the agent hands to a human. Your blended cost per contact falls as resolution rises.

Procedure · How Pazau counts a resolutionLive
  1. 1.The customer's issue is completed by the AI: refund issued, booking changed, claim opened.
  2. 2.No human touched the conversation, and the customer did not return on the same issue within 72 hours.
  3. 3.Handoffs, abandoned chats and deflections to help articles are never billed.
02

CSAT

+9 pts
CSAT at Vasa Mobility in six months

Customers rate speed and completion. Pazau answers in under two seconds on every channel and finishes the job in the first conversation, 24 hours a day, in the customer's language.

03

Headcount planning

±4 pts
median forecast accuracy after 90 days live

Before you sign, simulate Pazau against a quarter of your real conversations. You get a resolution forecast by topic and channel, so your plan is based on your data, not a vendor benchmark.

Procedure · Forecast from simulationLive
  1. 1.Import 90 days of conversations with import_history.
  2. 2.Replay them against draft Procedures with simulate.
  3. 3.Output: resolution rate by driver, handoff reasons and agents required at target SLA.
04

Seasonal and growth volume

3.4×
normal volume absorbed by Copperline at peak

Peak weeks and launches no longer mean agency hires. Pazau scales with volume, and your year-round team handles the conversations that need judgment.

05

Quality on 100% of conversations

100%
QA coverage, AI and human

Pazau Insights scores every conversation, AI and human, against your rubric. You stop managing to a 2% sample and start coaching to what actually happened.

06

Board-ready reporting

1
source of truth for finance and CX

Resolution rate, cost per resolution, CSAT and contact drivers in one place, with every AI decision traceable. The numbers reconcile with your invoice to the conversation.

The economics

Before and after, for a 120,000-conversation team.

An illustrative mid-market support org on the Business plan, at the enterprise median resolution rate of 58%. Swap in your own numbers during a demo and we'll build the model with you.

MonthlyBeforeWith PazauChange
Conversations120,000120,000
Resolved end-to-end by AI069,600 (58%)
Handled by agents105,60050,400−52%
Agents required9646−50
Agent labor$499,200$239,200
Software (helpdesk, bot, seats)$15,040$6,854
AI resolution fees—$52,200
Total support cost$514,240$298,254−42%
Cost per contact$4.29$2.49−42%
Median first response3h 40m1.9s
CoverageWeekdays, 8am–8pm24/7
QA coverage2% sampled100%
CSAT79%86%+7 pts
The ROI case
$2.6M
net annual savings, after Pazau fees
3.7×
return on annual Pazau spend of $709k
< 4 mo
payback, including an 8-week rollout

Most teams don't take the savings as layoffs. They redeploy agents to complex work and retention, or absorb growth without hiring. Either way, the 50 FTE of capacity shows up in your plan.

Assumptions
  • 120,000 conversations a month across chat, email and voice.
  • Each agent handles 1,100 conversations a month.
  • Fully loaded agent cost of $5,200 a month.
  • Legacy FAQ bot deflects 12% of contacts but resolves none.
  • Business plan: $149 per seat per month and $0.75 per AI resolution.
  • 58% AI resolution rate, the enterprise median. The platform average is 67%.
Risk

The questions your CFO, CISO and GC will ask.

A support platform touches every customer. We've made the answers short.

Pazau Guard · Approvals and limits
  • ApprovedRefund $480 · approved by CX lead J. Alvarez
  • LimitedDaily credit cap $5,000 reached → human approval required
  • HeldLegal threat detected → handed to human with summary
  • RedactedCard number removed before model call
  • BilledResolution #8,112,403 · refund issued · no return in 72h
Finance

Spend you can predict

Seats plus per-resolution pricing with monthly caps and alerts. Every billed resolution links to its trace, so finance can audit the invoice.

Limits

Actions within limits

Refunds, credits and changes run inside per-Action limits by amount, reason and customer tier. Anything over the limit waits for approval.

Security

Certified controls

SOC 2 Type II, ISO 27001, ISO 27701 and ISO 42001. HIPAA, PCI DSS and EU data residency available.

AI

No training on your data

Pazau never trains foundation models on customer data, and model providers retain nothing. It's in our AI Addendum.

Reliability

99.95% SLA on Enterprise

99.9% on Business. Live status at status.pazau.com and automatic failover to human queues if an integration is down.

Change

No surprises in production

Every Procedure change is simulated, versioned and approved before it goes live. Roll back in one click.

Visit the Trust CenterRead our AI Addendum
Integrations

Fits your stack and your reporting.

Keep your helpdesk, your telephony and your workforce management tools. Pazau data lands in your warehouse for the numbers your CFO trusts.

Browse all integrations
Helpdesk
ZendeskSalesforce Service CloudGorgiasFreshdeskPazau Inbox
Telephony
GenesysAmazon ConnectNICETwilio
Workforce management
NICE IEXVerintCalabrioAssembled
Data & BI
SnowflakeBigQueryLookerTableau
Customer stories

Support leaders who changed the math.

All customer stories
Lumen & Oak
“A $3,000 sofa that arrives with a torn arm is not a ticket. It's a relationship on the line. Pazau handles it the way our best agent would, and it does it at 2 a.m.”
CW
Clara Whitfield
VP Customer Care, Lumen & Oak
−38%
cost per contact
66%
of delivery exceptions resolved by AI
+11 pts
CSAT on exception contacts
Read the Lumen & Oak story
▲Copperline OutfittersRetail & e-commerce
71%
AI resolution rate

Copperline Outfitters ran peak season without a single seasonal hire

Read the story
◐Vasa MobilityMobility
73%
AI resolution rate

Vasa Mobility went 24/7 in 11 languages, and CSAT went up

Read the story
FAQ

Questions we hear in every evaluation.

What resolution rate should we plan for?+
The platform average is 67% and the enterprise median is 58%. Your number depends on your contact mix and the Actions you connect. Simulation on your own conversations gives a forecast by topic before you sign.
What exactly counts as a billed resolution?+
A conversation the AI completed with no human involvement, where the customer didn't come back on the same issue within 72 hours. Handoffs and deflections are never billed.
How long until we see savings?+
Most teams go live on their first Procedures in six to eight weeks and reach a steady resolution rate within 90 days. In the illustrative model, payback comes in under four months.
Will this mean layoffs?+
That's your decision. Most Pazau customers redeploy agents to complex cases, retention and quality, or absorb growth without hiring. Meridian Mutual retrained 60 intake reps as field-desk adjusters.
Can we run Pazau alongside our current helpdesk?+
Yes. Pazau Agent works inside Zendesk and Salesforce. Many teams adopt Pazau Inbox later so AI and human agents share one queue and one set of reports.

Bring your numbers. We'll build the model.

In 30 minutes, we'll replay 1,000 of your conversations and build a cost-per-contact forecast you can take to your CFO.

Book a demoSee pricing