Resolution Ceiling

Resolution Ceiling is the share of inbound volume a client's AI stack can close without a human, and it sets the hard boundary on what an agency can bill for. Nectar Desk's AI Voice Bot resolves 40-65% of calls autonomously, which means a 10,000-call month still leaves 3,500 to 6,000 conversations needing people, QA, or escalation design. Agencies that sell "full automation" against that ceiling get caught when the client counts unresolved tickets. The better play is to price the ceiling itself: map the resolvable intents, document the excluded ones, and sell the human layer as the recurring retainer. Glassix and Talkdesk both push end-to-end autonomous resolution, so the ceiling keeps moving, and every move resets what the agency can charge for oversight. Treat the resolution rate as a contract term, not a marketing claim.