key concepts
The Build vs Buy Decision for AI Support Agents in 2026
Updated framework for building vs buying AI support — RAG maturity, managed services, and the new economics of per-ticket pricing.
March 29, 2026·11 min read
Updated framework for building vs buying AI support — RAG maturity, managed services, and the new economics of per-ticket pricing.
The definitive buyer's checklist for AI support — 15 questions on pricing, quality, escalation, and security with good/bad benchmarks.
Framework for choosing between managed and self-serve AI support deployment — staffing, time-to-value, and maintenance tradeoffs.
Why most AI support vendors hide pricing, what typical contract ranges look like, and 7 questions to ask during procurement.