AI resolution rate
AI resolution rate
Support
The share of customer conversations an AI agent fully resolves without a person stepping in.
What is AI resolution rate?
A conversation counts as resolved when the customer's problem is actually solved: the question is answered correctly, or the requested change is made, with no handoff to a person and no repeat contact about the same issue soon after.
Resolution is stricter than deflection. Deflection only counts conversations that did not reach a human, even if the customer gave up. Pair resolution rate with customer satisfaction (CSAT) and repeat-contact checks to be sure "resolved" means the customer is happy.
Formula
AI resolution rate = Conversations resolved by AI ÷ Conversations handled by AI × 100
Example
For example, an AI agent handles 1,000 conversations in a month and fully resolves 640 of them. Its AI resolution rate is 640 ÷ 1,000 = 64%. The other 360 were handed to a person or needed follow-up.
Why AI resolution rate Matters
Resolution, not just deflection, shows whether AI actually solved the customer's problem.
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