Resolution rate
Also called Automated resolution rate
Resolution rate is the percentage of conversations or tickets in which the customer's issue was actually solved. For AI chatbots, automated resolution rate counts conversations the bot resolved without a human, typically confirmed by the customer's feedback, a follow-up review or the absence of a repeat contact.
Example
Out of 400 chatbot conversations reviewed, 280 ended with a correct answer the visitor accepted, a resolution rate of 70%.
Why it matters for a website chatbot
Resolution measures what visitors care about: did they get an answer? It's harder to game than deflection. With ChatBento, sample conversations from the inbox each week and count those that ended with a correct answer, then turn the misses into new Q&As.
See it in practice: Reducing support email
Related terms
- Deflection rateDeflection rate is the share of support requests that are handled through self-service, such as a chatbot, help center or FAQ, instead of reaching a human agent. It is usually calculated as self-service sessions without a follow-up ticket divided by all support sessions, and expressed as a percentage.
- Containment rateContainment rate is the percentage of conversations that a chatbot or automated phone system handles from start to finish without transferring the customer to a human. It is common in contact-center reporting. A conversation counts as contained if it never escalates, whether or not the customer's problem was actually solved.
- CSAT (customer satisfaction score)CSAT, or customer satisfaction score, measures how satisfied customers are with a specific interaction or service, usually through a one-question survey after a conversation. On a 1-to-5 scale it is commonly reported as the percentage of responses that are 4 or 5, out of all responses received.
- Per-resolution pricingPer-resolution pricing is a billing model in which an AI support vendor charges a fee for each conversation its AI resolves, rather than a flat monthly price or a charge per message. What counts as a resolution varies by vendor, so the same traffic can cost very different amounts.