This is a pretty fair comparison, especially on the difference between AI automation and traditional ticket deflection. The pricing model is definitely something teams should pay more attention to an AI agent can look cheap at first, but perresolution fees can become significant as support volume grows. I also agree that DIY solutions are often underestimated. The API costs may be low, but engineering, monitoring, escalation, analytics, and ongoing maintenance quickly become the real expense. For smaller SaaS teams, predictable pricing and fast deployment can matter just as much as raw AI capability. The interesting question is whether vendors can maintain that balance as usage scales.