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An automated resolution is a conversation an AI agent finished without a person. It is also the unit you are billed in.
What counts
The AI agent answered, and the customer did not end up with a human. Either they said they were happy, or they left the conversation and did not come back on the same question.
What does not
- A conversation handed over to an agent. That is not a resolution regardless of how much the AI did first.
- A customer who returns shortly after with the same question.
- An exchange where the AI only gathered information before passing it on.
The definition is deliberately strict, which is what makes the number worth reading.
Why the unit is a good one
You pay for outcomes rather than conversations attempted. An AI agent that talks to a thousand people and helps none of them costs nothing, which aligns the billing with whether the thing works.
What it does not tell you
Whether the customer was satisfied. A resolution counts when nobody escalated, and a customer who gave up looks the same as one who was helped.
So read resolutions next to what happens afterwards: repeat contacts on the same subject, and what customers say when asked.
Watch the trend, not the total
Resolutions rise with contact volume. What matters is the share of conversations resolved, and whether that share moves when you improve an article or add a procedure.
Where to see it
In the AI agents reporting, alongside how many conversations were handled and how many were handed over. Those three read together tell a clear story; any one alone does not.
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