How we measure AI resolutions
We quote resolution rates and bill per resolution, so the definition has to be strict, auditable, and biased against us — not in our favour. This page is the definition.
01A resolution means zero human replies
A conversation only counts as AI-resolved when no human agent sent a single reply in it. We verify this against the actual author of every message in the conversation — if your team touched it, it is a human resolution and it is never billed as an AI one.
02Silence is not success
A customer who just stops replying does not count by default. Abandoned conversations are only counted when there is a positive signal — the customer confirmed the answer helped, left a positive rating, or the conversation closed without any escalation request.
03Resolutions can un-count themselves
Every resolution has a settling window. If the customer reopens the conversation or it escalates to your team within that window, the resolution is automatically reversed — removed from your usage and never billed.
04Where the ~70% figure comes from
The resolution share we quote reflects what teams with well-documented knowledge bases typically reach across routine ticket volume. Your number depends directly on how much of your ticket volume is answerable from documented knowledge: new workspaces with thin content start lower and climb as coverage grows.
05Why we bill this way
Per-resolution billing only works if the definition is honest — we only earn when the AI genuinely did the work alone, and every counted resolution is visible in your dashboard with its full conversation history, so you can audit any of them.
Want to check the definition against your own tickets? Start on the free plan and watch how each conversation is classified. customereagle.com/signup