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Enterprise AI Customer Support Pricing 2026: What Sierra, Decagon and Ada Cost
Enterprise AI customer support pricing is almost all unpublished: Sierra and Decagon print no prices and Ada publishes only a $30,000-a-year floor, so almost every figure for them comes from a third party. Vendr's procurement data puts Ada's median contract at $72,000 a year across 116 purchases and Decagon's at $432,750 from a small sample of 12 purchases, and CloudTalk reports Sierra contracts from about $150,000 a year. The ranges are wide, from $36,132 to $300,000 a year for Ada and $105,000 to $923,183 for Decagon. A few vendors that sell to large teams do publish rate cards: Lorikeet's Scale plan is $61,200 a year before resolutions, and Yuma AI shows $90,000 for about 120,000 resolutions. Every estimate below carries its source and date.
Key takeaways
- Sierra, Decagon, Forethought and Kustomer publish no AI agent price, and Ada publishes only a $30,000-a-year floor, so their figures here are mostly third-party estimates.
- Vendr procurement data puts Ada's median buyer at $72,000 a year across 116 purchases, with a range of $36,132 to $300,000.
- Vendr puts Decagon's median contract at $432,750 a year from a small sample of 12 purchases, and CloudTalk puts Sierra at about $150,000 a year and up, with setup fees of $50,000 to $200,000.
- Lorikeet publishes its enterprise tiers: Scale at $5,100 a month paid annually plus $0.90 per resolution, and Signature with a $75K platform fee.
What do the quote-only enterprise vendors cost?
The AI Customer Support Pricing Index keeps these figures out of every ranking and median. We checked every source on 25 September 2026; where the source shows its own update date, the table gives that date.
| Vendor | What the vendor publishes | Third-party estimate | Source and date |
|---|---|---|---|
| Decagon | No pricing page; its blog describes per-conversation and per-resolution options | Median $432,750/yr; range $105,000 to $923,183 (12 purchases, 2 buyers, per the page's data) | Vendr, read 25 Sept 2026 |
| Sierra | "Outcome-based pricing", no rate | From about $150,000/yr; $1 to $2.50 per outcome; setup $50,000 to $200,000; year one $200,000 to $350,000+ | CloudTalk, updated 3 July 2026 |
| Forethought (part of Zendesk since March 2026) | Platform fee plus outcome-based charge; "Get a Quote" | Median $74,483/yr from 69 purchases; range $35,670 to $151,400 | Vendr, updated February 2026 |
| Ada | Demo request form; its Salesforce AgentExchange listing shows a floor of "Starting at $30,000 per Company/Year" | Median $72,000/yr from 116 purchases; range $36,132 to $300,000 | Vendr, updated February 2026 |
| Ada | Demo request form | About $30,000 to $80,000/yr platform fee by tier, plus $1.00 to $3.50 per resolution | CorePiper, 6 May 2026 |
| Gladly (enterprise) | Demo request form | Median platform contract (not AI-only) $24,150/yr; range $14,323 to $78,521 | Vendr, read 25 Sept 2026 |
| Kustomer | ROI assessment routed to sales | $0.60 per engaged conversation; AI agent assist $40/user/mo; seats $89 to $139 with an eight-seat minimum | Gorgias blog, updated 8 May 2026 |
| Zowie | No pricing page | $34,500 for 12 months and 25,000 automated conversations, $1.38 each | AWS Marketplace listing, seller-listed |
| Maven AGI | Demo form | 12-month contract from $25,000, priced by resolution volume | AWS Marketplace listing, seller-listed |
Two corrections from our own index went into this table. The article our index had used for Kustomer had been taken down, so the row now cites Gorgias's pricing guide. And the Decagon figure our index carried, $400,000, came from an eesel AI article citing Vendr in May 2026; Vendr's own Decagon page now shows $432,750. The page's embedded data shows those 12 purchases came from 2 buyers, so treat it as two data points, not a market median. Other write-ups citing Vendr give $386,000 (Intercom's fin.ai) and $400,000 (eesel AI), and per-conversation rates around $0.99 circulate for Decagon without a traceable source. Forethought's ownership comes from Zendesk's acquisition announcement of 26 March 2026.
Vendr's medians are what buyers actually paid, after discounts Vendr reports averaging 17% for Ada and 22% for Forethought. Its Decagon page also carries buyer notes from companies with 201 to 1,000 employees: one got "a 30% discount off list price for 1mil+ conversations", another "unlimited admin seats", another "quarterly payment terms" instead of annual, and another a two-year term with "an opt out clause for year 2". The Zowie and Maven AGI figures are written by the vendors but hosted on AWS rather than their own sites, so we treat them as listing floors.
What do enterprise vendors that publish prices charge?
A few vendors sell to large support teams and still print a rate card. These come from their own pages, checked on 25 September 2026.
| Vendor | Published enterprise-scale price | What it covers |
|---|---|---|
| Lorikeet | Scale $5,100/mo paid annually ($61,200/yr) plus $0.90 per resolution; Signature custom with a $75K platform fee and FDE Platinum support from $25K | Chat, email and SMS resolutions; voice at $1.20 per resolution on Scale; triage and QA $0.27 per action |
| Yuma AI | Growth $40,000/yr for about 48,000 resolutions; Scale $90,000/yr for about 120,000. Yuma calls these "illustrative annual prices, paid upfront" and sizes each bundle to your forecast | Full resolutions only; 12-month commitment |
| Intercom Fin | $0.99 per outcome, no published volume discount | Fin Voice is sales-only at $1.99 per voice outcome |
| Zendesk AI agents | $1.50 per automated resolution committed, $2.00 pay-as-you-go | Plans include up to 10,000 automated resolutions a year; Forethought AI agents by Zendesk are quote-only |
| Salesforce Agentforce | Flex Credits at $500 per 100,000, which is $0.10 per standard action | The $2 per-conversation option is labeled for existing Conversations customers |
What would 10,000 tickets a month cost?
Take 10,000 tickets a month with the AI resolving half, which is 60,000 resolutions a year. The first table uses published prices. The second applies the third-party estimates to the same volume, so its results are estimates too.
| Published price | Annual AI cost at 60,000 resolutions |
|---|---|
| Intercom Fin at $0.99 | $59,400, plus seats |
| Zendesk AI agents at $1.50 committed | Up to $90,000, less the plan's included resolutions, plus seats |
| Yuma AI | $90,000 for the Scale bundle as shown; a bundle sized to 60,000 at its $0.75 to $0.83 rates would be about $45,000 to $50,000 (our arithmetic, not a Yuma quote) |
| Lorikeet Scale, the plan Lorikeet lists for 5,000 to 20,000 monthly tickets: $61,200 + 60,000 x $0.90 | $115,200, before any triage or QA actions (Start would be $25,200 + 60,000 x $0.99 = $84,600, but Lorikeet lists it for under 5,000 tickets) |
| Macha, 10,000-ticket tier, 12 months | $47,988, billed on all 120,000 tickets |
| Third-party estimate applied to 60,000 resolutions | Annual cost (estimate) |
|---|---|
| Ada (CorePiper's bands for this volume): Standard $30,000 + $2.00 to $3.50 per resolution, or Growth $50,000 + $1.50 to $2.50 | About $140,000 to $240,000, plus $10,000 to $30,000 implementation |
| Sierra (CloudTalk): $150,000 platform contract + $1 to $2.50 per outcome | About $210,000 to $300,000, plus $50,000 to $200,000 setup |
Decagon's Vendr figure is a median contract value, not a per-resolution rate, so it can't be applied to a volume. Intercom's Sierra pricing page estimates larger Sierra deployments at $350,000 to $750,000 or more a year; it's a competitor's estimate, read 25 September 2026. So are CorePiper's, CloudTalk's and Gorgias's figures: all three sell competing support software. CloudTalk's model adds outcome charges on top of the platform contract, so if Sierra's contract already includes a quantity of use, the $210,000 to $300,000 above is an upper bound. The CorePiper-based Ada range is also two to three times Vendr's $72,000 median, which suggests most Vendr buyers run lower volumes or negotiated lower rates. Sierra, Decagon and Ada also sit on top of a help desk you keep paying for, which none of these figures include.
Yuma AI's annual plans pause at the bundle limit instead of billing overage, which is why the shown Growth bundle (about 48,000) wouldn't cover 60,000. Our 10,000-tickets-a-month breakdown covers the self-serve vendors at this volume.
Why don't Sierra, Decagon and Ada publish prices?
Pricing each deal separately lets a vendor charge what each buyer will bear, and the spread in Vendr's data (Decagon from $105,000 to $923,183) is what that looks like from the buyer side. The vendors also choose what they bill for. Sierra's own post on outcome-based pricing lists "a resolved support conversation, a saved cancellation, an upsell, a cross-sell" as outcomes and says that "if the conversation is unresolved, in most cases, there's no charge". Counting saves and upsells means the vendor gets paid for revenue it influenced, so the attribution rule in the contract matters as much as the rate.
Decagon's pricing post describes two options: a fixed rate per incoming conversation, or "a higher fixed rate for each fully resolved conversation, with no charge for escalations", and says "the majority of our customers gravitate towards per-conversation pricing". Our list of AI support tools that charge per conversation shows how that choice plays out at published prices.
Enterprise contracts also bundle work a self-serve price leaves out: implementation, forward-deployed engineers, voice, security reviews and custom integrations. Lorikeet is the one vendor that prices those pieces publicly, with a $75K Signature platform fee and FDE Platinum support from $25K. Our list of which AI support tools publish pricing covers all 11 quote-only vendors in the index.
What should you pin down in an enterprise quote?
- The billable event. A resolution, an outcome, a conversation and an assisted conversation price differently. Ask for the written definition, how a reopened ticket is handled, and, for outcome pricing, which saves or sales count.
- Platform fee against usage. Ada's estimate is mostly platform fee at low volume; Lorikeet's Scale fee is $61,200 a year before any resolution.
- Setup and services. CloudTalk reports Sierra setup at $50,000 to $200,000 one-time, and CorePiper reports Ada implementation at $10,000 to $30,000; ask whether yours is separate from the annual contract.
- Overage and ramp. Yuma AI pauses at the bundle limit, while other contracts bill overage. Ask which yours does.
- Term and discount. Yuma AI's plans carry a 12-month commitment, AWS listings for Zowie and Maven AGI start at 12 months, and Vendr's data shows buyers negotiating 17% to 22% off Ada and Forethought.
Where does Macha fit at enterprise volume?
Macha publishes the index and prices up to 10,000 tickets a month on its public page: $3,999 for 10,000, with custom pricing above that. It bills per ticket, one thread with one person, whether or not the AI resolves it, and setup and monitoring by the Macha team are included. Macha fits teams at this volume on Zendesk, Freshdesk, Gorgias, Front, HubSpot or Intercom that want AI agents inside the existing ticket queue at a published rate. It doesn't sell the voice agents, forward-deployed engineering or custom contract terms that Sierra, Decagon and Ada build their enterprise deals around.
Frequently asked questions
How much does Sierra AI cost? Sierra publishes no price. CloudTalk's July 2026 estimate puts contracts at about $150,000 a year and up, $1 to $2.50 per outcome, and $50,000 to $200,000 in one-time setup. Sierra hasn't confirmed these figures.
How much does Decagon cost? Decagon has no pricing page. Vendr's data puts the median contract at $432,750 a year, with a range of $105,000 to $923,183, from 12 purchases.
How much does Ada cost? Vendr's data puts Ada's median buyer at $72,000 a year from 116 purchases, and CorePiper estimates about $30,000 a year in platform fees plus $1.00 to $3.50 per resolution. Ada's own site shows no price, but its Salesforce AgentExchange listing reads "Starting at $30,000 per Company/Year" (checked 25 September 2026), a floor rather than a quote.
Which enterprise AI support vendors publish their prices? Lorikeet, Yuma AI, Intercom, Zendesk and Salesforce publish rates that scale to enterprise volume. Lorikeet's Scale plan is $5,100 a month plus $0.90 per resolution.
How reliable are third-party estimates? Treat them as a starting range for negotiation. Vendr's figures summarize the purchases in its own dataset (116 for Ada, 12 for Decagon), and blog estimates rarely show their method.
Vendor pages checked 24 and 25 September 2026; estimate sources re-checked 25 September 2026. To see a published per-ticket price on your own queue, start a trial with $50 of free usage (about 125 tickets), no credit card, no time limit, or compare tiers on the pricing page.
Simple per-ticket AI pricing
One thread with one person is one charge, however many replies it takes.
