Source: The Next Web
Zendesk and Sierra are moving from licensing models where you pay per employee to outcome-based pricing where you pay only when an AI agent completes a task. The shift tracks genuine unit economics pressure: if one AI agent replaces ten customer service reps, traditional seat-based licensing collapses vendor revenue, creating incentive to price on throughput instead. The question is which categories follow: sales, support, and back-office functions are obvious candidates, while high-stakes domains (legal, medical) will likely resist until liability frameworks catch up.