Glossary
AI resolution rate
AI resolution rate is the percentage of conversations an AI assistant handled end to end, with no human involvement, out of all conversations the assistant took part in.
Formula
AI resolution rate = (conversations with no handoff ÷ conversations handled by the assistant) × 100How to read it
Some vendors bill per "resolution" and count a conversation as resolved when the visitor simply stops replying. That is an assumed resolution, and it is also a bill. When you compare products, ask exactly which conversations are counted and whether you are charged for them.
A healthy rate climbs over time as you add knowledge, and it comes with low thumbs-down and few "could not answer" items. A rate that is high from day one on content you have not written is a sign of guessing.
Treat the rate as a guide to what to write next, not as a score to maximise. A visitor correctly handed to a human is a good outcome.
In SupportLime
SupportLime counts a conversation as resolved by AI only when no handoff happened. Handoffs are never counted as resolutions and are never billed; the only meter is AI replies.
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