What is Resolution Rate?

Resolution rate is a customer support metric that measures the percentage of inquiries where the customer problem was actually solved. Unlike deflection rate, which only measures redirection, resolution rate focuses on outcomes.

How to Calculate Resolution Rate

Resolution rate formula:

Resolution Rate = (Issues Resolved / Total Issues) x 100

An issue is considered resolved when:

• The customer question was answered completely
• The requested action was completed (refund processed, account updated, etc.)
• No follow-up contact was needed for the same issue

Resolution Rate Benchmarks

• Traditional chatbots: 10-30% (most issues escalate to humans)
• First-generation AI: 30-50% (better understanding, limited actions)
• Modern AI agents: 80-93% (full resolution capability)

Why Resolution Rate Matters

High resolution rates deliver:

• Cost savings: Each resolved issue costs a fraction of human handling
• Customer satisfaction: Problems solved quickly without transfers
• Agent productivity: Humans focus on complex cases only
• Scalability: Handle volume spikes without staffing changes

Resolution Rate vs Other Metrics

• vs Deflection Rate: Deflection measures redirection, not success
• vs First Contact Resolution: FCR includes human resolution; AI resolution is fully automated
• vs CSAT: Resolution drives CSAT, but measures operational efficiency

Proven Results

Companies using Maven AGI achieve industry-leading resolution rates:

• Mastermind: 93% resolution on live chat
• K1x: 80% resolution rate (10x improvement over prior AI)
• Enumerate: 91% resolution rate
• Papaya Pay: 90% autonomous resolution

Maven AGI Difference: Resolution is our north star metric. We do not count deflection as success - only actual problem resolution. That focus drives the 90%+ rates our customers achieve.

Book a demo to see high-resolution AI in action.