---
Title: "What AI Resolution Rate Should You Expect for L1 Tickets?"
Url: "https://computer.io/answers/what-ai-resolution-rate-to-expect-for-l1-tickets"
Topic: "AI in support"
Description: "AI resolution rates for L1 tickets range from under 20% for FAQ bots to 60%+ for agents connected to business systems. What drives the number."
---

# 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

| Factor | Effect |
|---|---|
| Ticket mix | More repetitive requests, higher rate |
| Knowledge quality | Gaps cap the rate |
| Data access | Order, billing and account data unlock more resolutions |
| Allowed actions | Refunds, resets and changes turn answers into resolutions |
| Guardrails | Stricter approvals lower automation but raise safety |
| Definition | "Resolved" vs "no reply" vs "customer confirmed" |

## 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.

## FAQ

### What is an L1 ticket?

A first-level support request that is routine and well documented, such as password resets or how-to questions.

### What is the difference between resolution rate and deflection rate?

Resolution means the issue was solved. Deflection only means a human didn't handle it.

### How can I raise my AI resolution rate?

Fix knowledge gaps, connect more systems, allow safe actions, and review failed conversations weekly.

## Related terms

- [AI resolution rate](https://computer.io/glossary/ai-resolution-rate)
- [Tiered support](https://computer.io/glossary/tiered-support)
- [Deflection rate](https://computer.io/glossary/deflection-rate)
- [How do you measure AI agent performance in customer support?](https://computer.io/answers/how-to-measure-ai-agent-performance-in-support)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)
- [Service desk automation](https://devrev.ai/solutions/service-desk-automation)
- [Bill](https://devrev.ai/customers/bill)

## Further reading

- [Ai roi](https://devrev.ai/blog/ai-roi)
- [Evaluating ai agent](https://devrev.ai/blog/evaluating-ai-agent)