What is AI resolution rate?
AI resolution rate is the percentage of customer conversations or tickets that an AI agent fully resolves without human help. The formula is conversations resolved by AI divided by total conversations the AI handled, times 100, ideally confirmed by the customer or by no repeat contact.
Formula
AI resolution rate = (AI-resolved conversations ÷ AI-handled conversations) × 100
Resolution vs deflection vs containment
| Metric | Counts |
|---|---|
| Containment | Never reached a human |
| Deflection | Didn't become a ticket |
| Resolution | Customer's issue actually solved |
What drives it
Knowledge quality, access to customer data, ability to take actions, and good handoff rules.
