What Is a Good Auto-Resolution Rate?
A good auto-resolution rate is 80 to 90 percent on repetitive, knowledge-answerable support tickets, and meaningfully lower on complex, account-specific, or judgment-heavy work. The exact number depends on how repetitive your ticket mix is, how complete your knowledge base is, and how the confidence threshold is tuned. Any single headline rate quoted without those caveats should be treated with suspicion.
Why one number is misleading
Auto-resolution rate is meaningful only against a ticket mix. A team whose volume is mostly password resets and order-status questions can honestly hit 90 percent, while a team fielding billing disputes and integration bugs will sit far lower. Judge the rate against your own workload, not a vendor slide.
A high rate only counts if it holds
An auto-resolution that gets reopened was never a resolution. That is why reopen rate belongs on the same screen. A platform reporting 90 percent auto-resolution with a 15 percent reopen rate is worse than one reporting 75 percent with a 2 percent reopen rate. Coverage without durability is a vanity number.
How Resolve gets there honestly
Resolve targets 80 to 90 percent auto-resolution on repetitive workloads and refuses to pad the number. Reva answers only from grounded knowledge, clears a calibrated confidence threshold before it auto-sends, and turns everything below that bar into a decision card for a human. The rate is high because the escalation logic is honest, not because the counting is loose.