Autonomous resolution rate

Resolution rate is the share of contacts closed with the customer’s issue actually solved, as distinct from contacts merely closed. The gap between the two is where reopened tickets and repeat contacts live, so the measure is only trustworthy when reopens are tracked against it.

Automation rate is the percentage of incoming contacts handled entirely without a human agent. It measures reach rather than quality, so support teams read it alongside containment rate and satisfaction scores to confirm that automated volume is genuinely resolved rather than simply absorbed and later reopened by the customer.

Containment rate is the share of automated conversations that end without escalation to a human. It is the primary efficiency measure for AI support, but a high rate only indicates success when paired with satisfaction and repeat-contact data confirming customers actually got their issue resolved.

Zero-touch resolution is an issue resolved end to end with no human involvement and no follow-up contact from the customer. It is a stricter measure than containment, because it requires the customer not to return, and it is the cleanest available proof that automation genuinely worked.