What Is Verified Resolution?
Verified resolution is a support ticket that has been confirmed solved, either by an explicit customer survey, a "did this fix it?" confirmation, or the absence of any recontact about the same issue within a recontact window (commonly 72 hours). It is stricter than deflection, which only means the customer did not reach a human. A deflected ticket can be an abandoned or unsolved one; a verified resolution is a problem that actually went away.
Verified resolution vs deflection in one line
Deflection answers "did the customer avoid an agent?" Verified resolution answers "did the customer get their problem solved and stay solved?" Those are not the same question, and conflating them is how legacy tools inflate their AI numbers.
- Deflection: the customer did not open a ticket or reach a human. Silence is counted as success.
- Verified resolution: the customer confirmed the fix, or did not come back about it. Success has to be earned.
Why the distinction is a trust issue
Gartner reported in 2026 that only 9 percent of customers say a chatbot fully resolved their issue without a human, while chatbot-only CSAT sits at 28 percent against 82 percent for human agents. A market that measures deflection instead of verified resolution is a market that keeps declaring victory while customers quietly give up. The honest number is the one tied to a confirmed outcome.
How Resolve treats it
Resolve makes verified resolution the north-star metric and reports deflection only next to it, never alone. A ticket counts as resolved when the customer confirms the fix or does not recontact within the window, and reopen rate sits beside it as the lie detector. Because the AI operator, Reva, only auto-resolves when its answer is grounded and above the confidence threshold, the resolutions it claims are the ones most likely to hold.