What is 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.
Resolution rate is the percentage of conversations fully resolved by an AI agent without any human intervention. This is the single most honest measure of whether your AI is actually solving problems rather than just absorbing volume.
Unlike deflection, resolution can only be claimed when the customer's issue is genuinely closed. A strong AI agent operating at scale should be resolving 75% or more of conversations, including complex, multi-step queries.
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Related terms
- 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.
- Containment rate The share of conversations kept inside the automated experience. Directional at best, misleading as a success measure.