What AI resolution rate should you expect for L1 tickets?
AI resolution rates for L1 tickets vary widely. FAQ-only chatbots often resolve a small minority, while AI agents connected to account data and allowed to take actions can resolve a majority of routine L1 requests. DevRev reports 70% at BILL and up to 60% of IT issues for service desks; your rate depends on ticket mix, data access and guardrails.
What drives the rate
How to measure it honestly
Count a ticket as AI-resolved only if the customer did not need a human and did not reopen within a set window (for example 7 days). Track CSAT on AI-resolved tickets separately.
A realistic path
Start with a few intents, measure, close knowledge gaps weekly, add actions, and expand. Rates typically climb over the first months as gaps are closed.
