specification: FinOps Framework
specificationVersion: '1.0'
schema: https://www.finops.org/framework/
provider: Gradient Labs
providerId: gradient-labs
created: '2026-07-01'
modified: '2026-07-01'
reconciled: false
tags:
- AI
- Customer Support
- AI Agent
- Financial Services
- FinOps
- Cost Management
- FOCUS
description: >-
  FinOps view of Gradient Labs spend. Gradient Labs is an enterprise, outcome-based
  service: cost is driven by the volume of conversations the AI agent ("Otto")
  resolves across channels rather than by metered per-token or per-API-call rates.
  Because pricing is sales-quoted and not publicly itemized, cost allocation should
  be built around conversation volume, resolution/hand-off rates, and per-channel
  usage tracked from the API and webhooks.
notes: >-
  No public unit rates are published; the model is outcome/resolution based under
  an enterprise agreement. Meters below describe operationally observable cost
  drivers, not billed line items. Verify against your contract on reconciliation.
sources:
- https://www.gradient-labs.ai
- https://api-docs.gradient-labs.ai/
- https://focus.finops.org/focus-specification/v1-3/
alignedWith:
  framework: FinOps Foundation Framework
  frameworkUrl: https://www.finops.org/framework/
  dataSpec: FOCUS
  dataSpecVersion: '1.3'
  dataSpecUrl: https://focus.finops.org/focus-specification/v1-3/
publisherName: Gradient Labs
serviceCategory: AI and Machine Learning
billingModel:
  pricingCategory: Outcome-Based
  billingFrequency: Monthly
  billingCurrency: USD
  chargeCategories:
  - Usage
  - Purchase
focusColumns:
  ServiceName: Gradient Labs AI Agent
  ServiceCategory: AI and Machine Learning
  ProviderName: Gradient Labs
  PublisherName: Gradient Labs
  InvoiceIssuerName: Gradient Labs
  BillingCurrency: USD
  ChargeCategory: Usage
  PricingCategory: Outcome-Based
meters:
- name: conversations_started
  description: Conversations created via POST /conversations, a leading indicator of volume.
  unit: conversations
  aggregation: sum
  dimensions:
  - account
  - channel
- name: conversations_resolved
  description: >-
    Conversations the AI agent concluded (conversation.finished webhook); the
    primary outcome-based cost driver.
  unit: conversations
  aggregation: sum
  dimensions:
  - account
  - channel
  - intent
- name: conversations_handed_off
  description: >-
    Conversations escalated to a human (conversation.hand_off webhook); tracks
    deflection rate and residual human cost.
  unit: conversations
  aggregation: sum
  dimensions:
  - account
  - reason_code
- name: agent_messages
  description: Outbound AI-agent messages delivered (agent.message webhook).
  unit: messages
  aggregation: sum
  dimensions:
  - account
  - channel
- name: actions_executed
  description: >-
    Business tools/actions the agent invoked (action.execute webhook or
    POST /tools/{id}/execute), which may incur downstream system cost.
  unit: invocations
  aggregation: sum
  dimensions:
  - account
  - action
principles:
- name: Visibility
  description: >-
    Track conversation volume, resolution rate, and hand-off rate per channel
    from the API and webhook events; reconcile against the enterprise invoice.
- name: Allocation
  description: >-
    Tag conversations with customer_id, channel, traffic_group_id, and intent to
    map cost to business lines and cost centers.
- name: Optimization
  description: >-
    Improve knowledge-base coverage and procedures to raise autonomous resolution
    and reduce human hand-offs, the main residual cost.
- name: Accountability
  description: >-
    Assign owners per channel/traffic group; review resolution vs. hand-off
    trends monthly against the outcome-based agreement.
maintainers:
- FN: Kin Lane
  email: kin@apievangelist.com