Step one, price your repeat questions
Count how many customer questions your team answers in a month, estimate the minutes each takes, and multiply by an hourly rate. That is the cost of repeat answers in time, whether or not you see it on an invoice.
- Questions per month
- Minutes per answer
- Hourly rate of the person answering
A worked formula
Questions per month times minutes per answer, divided by sixty, times the hourly rate. Use your own figures. The result is the monthly cost of answering by hand, and the share the chatbot can take over depends on how repetitive your questions are.
- Hours spent = questions times minutes divided by sixty
- Monthly cost = hours times hourly rate
- Share handled by the bot = the repeat part of your questions
Step two, read the plan limits
Plans differ in what they count. Some count conversations, some count credits, some count seats. CustomModel counts answers. Starter includes 1,000 answers a month, Growth 8,000, and Enterprise 25,000.
- Answers per month
- Content pages you can index
- Models and seats included
What the plans cost
Starter is $49 a month, or $24 a month billed yearly. Growth is $199 a month, or $99 billed yearly, and adds the API, five seats, and question analytics. Enterprise is $599 a month, or $299 billed yearly, with SSO, roles, an SLA, and invoicing. See chatbot pricing for the full table.
- Yearly billing takes 50 percent off
- No credits to track
- Cancel anytime
Compare cost to quality
A cheaper bot that answers wrongly costs you more in follow up. Test every option with the same questions on your own content, and weigh answer quality as heavily as price.
- Use the same test questions
- Check sources on every answer
- Review what happens when the bot cannot answer