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Virtual Agent Pricing Case Study - What is the pricing model for this case study



I am on the business side not the tech side so that might help to explain where my thoughts are.  I would like to understand pricing better and have downloaded the new guide but it isn't helping me.  I am trying to work out cost of service.


My scenario...


I build a virtual agent, I attach behind it our self-built AI (mix of RPA, machine and deep learning, analytics) meeting the needs of a particular technical domain e.g. HR, People policies/procedures, interactions etc.


I then attach it via APIs to a client's 3rd party applications (databases, maybe other analytics/visualisation, etc.).  Some are queries some are straight through processing e.g. logging a HR issue


The primary interface for the client's employees will be via mobile or desktop chat.


Within the organisation there are 500 employees of these:


  • 100 - never or rarely use but have access if they want
  • 100 - Light user (2 conversations a week)
  • 200 - Medium users (20 conversations a week)
  • 100 - Heavy users (100 conversations a week)


The agent and services will be predominantly either on prem or private cloud.


I sell the Agent to a client he wants it either:


  1. Pay as you go
  2. Bulk pricing

What is my cost of service model?


Happy to have a chat with an MS sales person if there is one.


Based on the volume of sessions/conversations defined, you will need to buy a base pack for Power Virtual Agent that $1000 per tenant/month. This will entitle you to

  • 2K Chat sessions/tenant/month
  • 10GB Database Capacity
  • 20GB File Capacity
  • 2GB Log Capacity
  • Unlimited Flow runs (only applicable for bot creation)

Session definition:

A session is an interaction between the customer and the bot, and represents one unit of consumption. The session begins when an authored topic is triggered. These sessions are referred to as ‘billed sessions’ in the product.

A topic ends in one of the following scenarios:

i.When all of the customer's questions are answered

ii.When a customer intentionally ends or closes a chat session, or

When a bot is unable to answer adequately and the interaction is escalated to a live agent


Though your session volume is less than 2K per month, you will need to buy the base pack. 



Hi Jason, thanks for posting this.


Reading through this, I do see the following volumes per week based on what you've shared:


  • Light user: 200 sessions
  • Medium user: 4000 sessions
  • Heavy user: 10,000 sessions

That’s 14.2k sessions per week, or 56.8k sessions per month, so it would be 1 base app, plus 55 session add-on packs.


To your question around your service model, it would heavily depend on what customer and how you're 'selling through' to them. They can procure directly, or you can resell to them. Feel free to reach out to me and we can chat (I lead, amongst other things, global sales for PVA)...


Thanks Jason!

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