Automated resolution rate
Automated resolution rate (AR) is the percentage of support tickets an AI agent fully resolves on its own, where "resolved" means the customer's problem was actually solved, not just that they never reached a human.
Why it is not deflection
Deflection counts a conversation that did not escalate to a human. A bot that stonewalls a frustrated customer until they give up scores a deflection but resolved nothing. Automated resolution is stricter: the reply must be relevant, accurate, and safe, ideally graded by a separate model or confirmed by the customer. Report the two numbers separately, always.
How to measure it honestly
Grade resolution on three axes: was the answer relevant to the actual question, accurate against real content, and safe. Then watch the 72-hour reopen and recontact rate, which is the lie detector for false resolution. A ticket that reopens within three days was never resolved. Resolve reports verified AR next to deflection so neither number can hide behind the other.
Frequently asked
What is a good automated resolution rate?
It depends on how well documented your issues are, but grounded AI can genuinely resolve 80 to 90 percent of common, documented tickets. Be skeptical of any headline rate quoted without a reopen rate next to it.
Is automated resolution the same as deflection?
No. Deflection means the customer did not reach a human. Resolution means the problem was solved. A high deflection rate with a high reopen rate is a warning sign, not a win.