What is Cost per resolution?
The full cost of actually solving one conversation. A truer lens than raw unit cost.
Cost per resolution is the fully accounted cost of resolving a single conversation. This is a better lens than raw unit cost, because a cheaper AI that resolves fewer issues is not actually cheaper.
Every unresolved conversation still requires human follow-up, which costs time, money, and customer goodwill. An AI that costs more per resolution but resolves a higher share of conversations often delivers far greater value.
See it on SupportWire
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.
- Automation rate Resolution rate times involvement rate. The single number that ties AI impact to cost and capacity.
- Deflection rate Conversations that never reached a human. A legacy metric that mistakes silence for success.