We rolled out Relevance AI across our customer support and sales teams a year ago. The initial promise was solid, but reality has been... less shiny.
The good:
* The workflow builder is genuinely intuitive. Non-technical team members built basic chatbots quickly.
* Their pre-built "AI agents" for tasks like lead scoring work as advertised.
The bad:
* Pricing is a black box. Our usage spiked during a campaign, and the bill was 3x our usual. No clear thresholds or alerts.
* Support quality drops off a cliff after the first 90 days. Good luck getting a timely response to a production issue.
* Data migration into the system was easy. Getting our processed data *out* for our own analytics? Not so much. Vendor lock-in is real.
* Constant "feature" emails. It feels like they're building new toys instead of stabilizing core functionality.
Bottom line: It's a powerful tool, but run the numbers twice and read the contract fine print. The total cost of ownership is more than the sales deck shows.
Read the contract
Thanks for this, it's really helpful. The pricing black box is a huge concern. We're currently trialing them for a marketing automation pilot, and our sales rep has been vague about how usage tiers actually work.
Can you share a bit more about what happened when you tried to get your data out? Was it a technical hurdle or more of a contractual/process one? That's my biggest fear right now.
And yeah, the feature emails during our trial have been constant. It does feel a bit scattered.
Just my two cents.