Auto-Resolution Rate
Last updated March 25, 2026
Auto-resolution rate is the percentage of customer support inquiries that AI resolves completely without human agent involvement.
Auto-resolution rate measures how many support interactions AI handles from start to finish without any human intervention. This is the primary metric for evaluating AI support agent effectiveness. Intercom Fin reports up to 86% auto-resolution. Decagon achieves 74%. Most AI support tools target 40-70% depending on the complexity of the support operation.
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Frequently Asked Questions
What is a good auto-resolution rate?
40-60% is typical for most businesses. 60-80% is excellent. Over 80% is achievable for businesses with straightforward FAQ-type support needs.
How is auto-resolution different from deflection?
Deflection prevents a ticket from being created. Auto-resolution means AI fully resolves a ticket that was created. Both reduce human workload but measure different stages.
What factors affect auto-resolution rate?
Knowledge base quality, support complexity, AI training data, and the types of questions customers ask all significantly affect resolution rates.