What is AI Resolution Rate?

AI Resolution Rate measures the percentage of customer queries or issues resolved by AI tools, such as chatbots or virtual assistants, without human intervention. It reflects how well AI can handle customer service queries independently. For example, if an AI system resolves 80 out of 100 customer issues, the AI resolution rate is 80%.
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Chatbot conversation illustrating AI resolution rate, where customer Victoria requests order tracking help. The AI chatbot provides details, resolves the issue, and marks the conversation as complete.

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Why is AI Resolution Rate Important?

AI Resolution Rate is important because it indicates how effectively AI tools, like chatbots, solve customer queries. A high AI resolution rate means the AI system is successfully answering customer questions and resolving issues, saving businesses time and resources. It also helps provide faster customer support, as AI can instantly address common questions. A higher AI resolution rate signifies better automation and enhanced customer satisfaction.

How to Calculate AI Resolution Rate?

To calculate AI Resolution Rate, use this formula:

AI Resolution Rate = (Number of Issues Resolved by AI / Total Number of Issues Handled by AI) x 100

Formula to calculate AI Resolution Rate: Number of issues resolved by AI divided by total number of issues handled by AI, multiplied by 100.

For example, if an AI tool handles 100 customer requests and resolves 75 of them, the AI resolution rate would be:

AI Resolution Rate = (75 / 100) × 100 = 75%

This means the AI resolved 75% of customer queries without human intervention.

Why Should Businesses Track AI Resolution Rate?

Tracking AI Resolution Rate helps businesses assess how well their AI tools perform. A higher AI resolution rate means customers’ problems are solved quickly without waiting for a human agent, which can improve customer satisfaction and reduce wait times. A low rate, however, might indicate that the AI isn’t solving enough issues and may need improvement.

How to Improve AI Resolution Rate?

Boosting AI resolution rate means helping AI solve more customer questions on its own. Here are some quick ways to improve it:

  • Enhance AI Training

    Training AI on real customer interactions enables it to handle similar issues better in the future.

  • Use More Advanced AI

    Upgrading to smarter AI systems can improve performance on more complex issues.

  • Integrate AI with Other Tools

    AI can be made smarter by integrating it with other technologies, like CRM systems like Zendesk, to have a better understanding of customer needs.

  • Offer Human Handoff Options

    When AI can’t resolve an issue, provide an easy way for customers to reach a human agent.

How Can AI Resolution Rate Improve Customer Experience?

A higher AI resolution rate means customers get faster answers and smoother support, enhancing their overall experience. Here’s how AI resolution rate can make a difference:

  • Faster Support: AI tools can provide instant answers, reducing wait times and improving Customer Satisfaction (CSAT).
  • 24/7 Availability: AI can operate around the clock, offering support even outside regular business hours.
  • Cost Efficiency: By automating responses to simple questions, businesses can save on staffing costs and focus human agents on more complex issues.

Frequently Asked Questions

A good AI resolution rate can vary, but businesses often aim for 70% or higher. This indicates the AI is handling a significant portion of customer issues. However, a lower rate isn’t necessarily bad, as it may show that AI effectively passes complex issues to human agents.

AI Resolution Rate includes all AI tools, while Bot Resolution Rate specifically refers to issues resolved by chatbots.