What is Automation rate?
Resolution rate times involvement rate. The single number that ties AI impact to cost and capacity.
Automation rate is the product of resolution rate and involvement rate. If your AI is involved in 80% of conversations and resolves 75% of those, your automation rate is 60%.
It captures the AI agent’s overall impact across channels in a single number, and it is the figure most directly tied to cost and capacity outcomes. An automation rate of 60% or higher is a meaningful scaled-operation benchmark.
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Related terms
- Resolution rate The share of conversations an AI agent fully closes on its own. The most honest measure of whether your AI actually solves problems.
- Involvement rate How much of your inbound support volume the AI agent touches, whatever the outcome. A measure of footprint.
- Deflection rate Conversations that never reached a human. A legacy metric that mistakes silence for success.
- Containment rate The share of conversations kept inside the automated experience. Directional at best, misleading as a success measure.