Zendesk and Sierra Advocate for Outcome-Based AI Pricing
Zendesk's Tom Eggemeier and Sierra's Clay Bavor expressed their belief that per-seat pricing for software is becoming obsolete. They shared their views at HumanX in Amsterdam on September 23, 2026.
Per-Seat Pricing is Dead
"Unequivocally: seats are dead," stated Eggemeier, referring to the traditional pricing model for software. Both speakers emphasized a shift towards outcome-based pricing, where customers pay for AI agents only when they deliver a successful result.
The Rise of Outcome-Based Pricing
Zendesk introduced outcome-based pricing for its AI agents in August 2024, and plans to eliminate per-seat pricing entirely within three to six months. Sierra, on the other hand, charges based on outcomes since its inception, with a focus on resolving issues or making sales at a lower cost than traditional call centers.
Benefits of Outcome-Based Pricing
Bavor highlighted the advantages, noting that when a company pays for a successful outcome, it saves significantly compared to traditional call center costs. He used an example: if resolving a case in a call center costs €10, paying €1 for a resolved issue through an AI agent saves €9.
Software Industry Recovery
The discussion took place as software stocks recover from the "SaaSpocalypse" earlier in the year. Both speakers acknowledged the industry's comeback, with Sierra originating over $1 billion in new mortgages monthly for notable clients.
Surviving the Shift
While they agreed on the outcome-based pricing trend, their views on software company survival differed. Bavor highlighted the importance of coding agents and data authority, suggesting companies with strong data like SAP would fare better. Eggemeier proposed three criteria for survival: considering AI as both a threat and an opportunity, changing business models, and providing customer guidance.
The Future of AI Interactions
Zendesk predicts that AI agents will handle over 80% of interactions within three years, with humans managing the remaining 20%. Bavor added that personal AI agents (like Meta's Muse) will soon communicate directly with business agents, evolving into "AI architects" who coach them.