Glossary
Resolution rate
Definition
Resolution rate is the percentage of handled conversations that end fully resolved - the customer got the outcome, with no follow-up needed.
Resolution rate answers one question: of the conversations this agent handled, how many actually finished? For an AI agent that means the customer got the fact, the refund, or the cancellation they asked for - not just a response.
A rigorous resolution rate excludes cheats: a conversation that was escalated to a human is not a resolution; neither is one where the customer stopped replying to an unhelpful answer. Measuring it honestly requires tracking conversation state (resolved, escalated, abandoned) rather than counting messages sent.
Why it matters
Resolution rate is the denominator of your automation ROI. Two vendors can both "handle 80% of tickets" while one resolves 70% of them and the other 25% - the difference is your team cleaning up behind the bot.
How Resolvo HQ approaches it
Resolvo HQ tracks every conversation through an explicit state machine (resolved, escalated, abandoned, reopened) and shows the rate on real replayed tickets in the sandbox before you go live - so the number is auditable, not advertised.
Frequently asked
Should reopened conversations count against resolution rate?+
Yes. If the customer comes back on the same issue within the follow-up window, the first "resolution" did not stick. Counting reopens keeps the metric honest.
What resolution rate should I expect from AI on day one?+
Whatever your own ticket mix supports - which is why you should demand a sandbox replay on your historical tickets rather than trusting a benchmark. Order-status-heavy stores start higher; policy-heavy stores start lower and climb as knowledge improves.
See it on your own tickets
Replay real tickets in a sandbox and watch the agent resolve them before you pay.