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Low resolution rates have a small number of causes, and they are diagnosable in an hour by reading transcripts.
Symptoms
- Most conversations end in a handover.
- The agent frequently says it cannot help.
- Ticket volume has not changed since it launched.
Start by reading twenty handovers
In full, from the first message. The cause is usually obvious within ten of them, and every alternative to reading them is guesswork.
One: the knowledge base is too thin
The most common cause. The questions arriving have no article behind them, so the agent has nothing to answer with.
The fix is writing articles, and no configuration substitutes for it. Take the five most frequent unanswered subjects and write those.
Two: the articles are not usable
They exist, but the answer is buried, or spread across an article covering ten things, or written for somebody who already knows the context.
Rewriting three articles so the answer is stated plainly near the top often moves the number more than any setting.
Three: the scope is too narrow
The agent was pointed at a small section of content, or restricted to a few use cases, and everything else falls through.
Widen deliberately, one subject at a time, checking transcripts as you go.
Four: customers are asking for something else
You automated what you expected; they are asking about something you did not. The subjects in the transcripts settle this immediately, and it is a good outcome: you now know what to build.
What is not the cause
The persona, the avatar and the greeting. Those affect how the exchange feels, not whether an answer exists.
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