OpenAI starts charging some customers only when its AI actually works
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OpenAI has begun offering some large customers an outcome-based pricing model where they only pay when its AI successfully completes tasks like customer support. This move follows a trend in the industry, with startups like Sierra and Fin (being acquired by Salesforce) charging only for tasks completed without human help. Coding assistant Cognition even promises credits if its software fails to deliver results worth the price paid. The shift is driven by high operating costs and the fact that AI products haven't yet accelerated revenue growth for software companies, putting pressure on customers' budgets. Salesforce now allows customers to negotiate contracts tied to how much its Agentforce AI lifts revenue or cuts costs, rather than per interaction. However, determining who deserves credit for a successful outcome is difficult, as factors like product changes, marketing, or seasonality can also contribute. Stripe has published guidelines on this attribution problem, and Adobe plans to bill part of its new AI suite based on the value it creates, such as completed ad campaigns.
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