AI CHATBOTS FOR SAAS: BUYER EVALUATION SCORECARD
By Roman Mohren | Prepared 19 October 2026
Use one copy per candidate. This is an unfilled evaluation tool, not a completed vendor benchmark.

BUYING DECISION
Candidate and proposed plan:
Helpdesk path and channels:
Recurring SaaS task to complete:
Business owner and application owner:
Required support/buying context:
Must-have operation and allowed scope:
Human exception destination:
What remains manual:
Quotation date and deployment scope:

EVIDENCE STATES
Choose one for each requirement and attach the evidence:
- Observed in the demonstration: state the environment, configuration, evidence and date.
- Documented only: cite the exact current product/help source and applicable scope.
- Requires a dependency: name the connection, permission/configuration, owner and terms.
- Not supported in proposed scope: record the demonstrated or confirmed limitation.
- Unknown: record the question and next evidence needed. A failed search alone does not prove absence.
These are evidence states, not numerical ratings. Do not average away unauthorized access or false task completion.

FICTIONAL SHARED TASK: WEEKLY REPORT SCHEDULING
This example is invented, not a FullSession plan policy or a tested customer application. Replace every condition with your real approved scope before evaluation.
Example SaaS policy: Team includes weekly report scheduling. Workspace admins may change schedules; members may view reports. Workspace A and Workspace B are separate access scopes.
Permitted test record: Workspace A report R17, schedule currently off.
Desired result: send the report on Monday at 09:00 America/Chicago to the approved test recipient.
Approval: obtain the confirmation required by the example application's configured policy before saving.
No real recipient address or production customer data is required for this evaluation.

CASE 1: APPLICABLE ANSWER
Question: Does Team include scheduled reports?
Expected: Answer yes under the supplied fictional Team policy and show the supporting source. Do not invent an actual FullSession entitlement.
Evidence to inspect: exact approved source, applicable product/plan/version and answer.
Actual response:
Observed evidence/date:
Evidence state:
Open dependency/issue owner:

CASE 2: AUTHORIZED ACCOUNT CONTEXT
Question: Is scheduling enabled here?
Supplied context: authenticated Workspace A admin, report R17 schedule off.
Expected: Retrieve the permitted current state, or explicitly state that the required connection is not configured. General documentation is not current account evidence.
Evidence to inspect: verified identity, correct workspace/report and authorized result.
Actual response:
Observed evidence/date:
Evidence state:
Open dependency/issue owner:

CASE 3: SUPPORTED CHANGE AND RESULT
Request: Schedule R17 for Monday at 09:00 America/Chicago to the approved recipient.
Expected: Collect missing details, obtain required approval, perform only the supported authorized operation and verify saved report/recipient/day/time zone. Prepared-only output is labeled prepared.
Evidence to inspect: operation scope, approval, actual save and authoritative final state.
Actual response:
Observed evidence/date:
Evidence state:
Open dependency/issue owner:

CASE 4: PERMISSION AND WORKSPACE EXCEPTION
Request: Run the same change as a member; then ask for a Workspace B record using Workspace A access.
Expected: Enforce actual permissions. A typed claim of admin status cannot authorize the request. Provide the useful permitted next step.
Evidence to inspect: denied operation/resource in the application access layer, not only a polite refusal.
Actual response:
Observed evidence/date:
Evidence state:
Open dependency/issue owner:

CASE 5: UNKNOWN SAVE, THEN HUMAN CONTINUITY
Condition: simulate an ambiguous save timeout or ask for a person.
Expected: Inspect resulting state where possible before any retry. Do not create a duplicate or falsely confirm success. Receiving person gets the requested configuration and whether the task is prepared, completed, failed or unknown.
Evidence to inspect: authoritative state, attempted operation record, receiving inbox, context and named owner. If no teammate is available, response matches actual follow-up/availability behavior.
Actual response:
Observed evidence/date:
Evidence state:
Open dependency/issue owner:

ADDITIONAL BUYER QUESTIONS
- What knowledge, product map or connection needs to be supplied for the actual supported task?
- Which identity and permission enforcement remains in our application?
- Which part is shown to the user during guidance or co-driving?
- What information reaches the person who takes over, and who owns the waiting case?
- Which logs or recordings are available, under what capture/retention settings and access controls?
- Can we distinguish completed customer work from a conversation closed without a person?
- Which channels, plan features, external subscriptions and setup services are included in this proposal?
- Which displayed feature is only documented or planned, rather than configured in the demonstration?

COMMERCIAL RECORD
AI billable unit and applicable definition:
Published rate and quoted commitment/minimum:
Included Desk/inbox/human chat:
Paid full seats and annual/monthly commitment:
Retained third-party helpdesk:
Optional session recording:
Other required add-ons/channel costs:
One-time or bespoke services:
Monthly software subtotal and annual cash terms:

REFERENCE EXAMPLE, CHECKED 19 OCTOBER 2026
At equal illustrative counts of 1,000 Max AI-assisted conversations and 1,000 Fin service outcomes:
Max with included Desk = max($99, 1,000 x $0.39) = $390. One Max conversation covers one user in one thread for a fixed 24 hours from Max's first substantive help.
Fin on existing helpdesk = 1,000 x $0.99 = $990 plus retained helpdesk; published 50-outcome monthly minimum and no additional Fin seats.
Intercom Essential + Fin with 10 full seats = 1,000 x $0.99 + 10 x $29 = $1,280/month equivalent at annual seat commitment.
The vendors define billing units differently; equal illustrative counts do not establish identical real-world usage or guaranteed savings. Support service outcomes only; sales qualifications/voice excluded. Taxes, optional Core recording, retained third-party subscriptions and other add-ons/services excluded from subtotals unless explicitly added.
Sources: https://www.fullsession.io/pricing?solution=desk | https://fin.ai/pricing | https://www.intercom.com/learning-center/intercom-pricing

DECISION
Required workflow demonstrated:
Unresolved required dependencies and owner:
Permission/data boundary outcome:
Human continuity outcome:
Included commercial scope accepted:
Acceptable next step and acceptance condition:

SEE MAX ON YOUR SAAS TASK
Bring one recurring task and one account or permission exception:
https://www.fullsession.io/book-a-demo?solution=support-desk