AI Jargon Buster
AI news and the language around it, simplified.
What is a Resolution Rate?
Resolution Rate is a performance metric that measures the percentage of customer inquiries or support tickets successfully handled by an automated system from start to finish. When a customer interacts with an AI chatbot or an automated help desk, the system tracks whether the inquiry is fully settled without requiring a handoff to a human agent. A high resolution rate indicates that the automated tools are effective at interpreting user needs and providing accurate, helpful information. This metric is essential for businesses to understand the balance between automated efficiency and the need for human intervention in their customer service operations.
Why this matters to you
Tracking this rate helps you understand if your AI tools are actually solving problems or just creating more work for your team. A high rate lowers operational costs and frees up your human staff to handle complex, high-value tasks that require empathy and critical thinking.
How you might hear this
Our goal for the next quarter is to increase our resolution rate by ten percent by refining how the AI handles common billing questions.
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