AI Chatbot Glossary
What Is AI Resolution Rate?
AI resolution rate is the percentage of customer conversations that an AI assistant resolves on its own, without a human agent stepping in, and is the main metric used to judge how much support work a chatbot actually removes.
Definition
A conversation counts as resolved by AI when the customer's question was answered and no handoff, ticket, or follow-up email was needed. Vendors measure it differently: some count any conversation without a handoff, others require a positive customer rating or no repeat contact within a period. Automated resolution is the related term for the event itself, one conversation closed by the assistant. The complement, the escalation or handoff rate, shows what still needs people. Rates vary widely by industry and by how well the assistant is trained; a bot with a thin knowledge base will simply say "I don't know" more often.
Why AI Resolution Rate Matters for AI Chatbots
Resolution rate is what turns a chatbot into a staffing decision: if 60 percent of chats close without a human, that is measurable hours saved, and it tells you where to add content to raise the number. Chatonbo tracks the share of conversations handed off and reports the questions the assistant could not answer, grouped by topic, so you can add the missing answer in one click. Its pricing is by conversation volume, not by resolutions, so a higher resolution rate does not raise the bill.
See it in practice:
See support automationRelated Terms
Per-Resolution Pricing
Per-resolution pricing is a chatbot pricing model in which the vendor charges a fee for each conversation the AI resolves without a human, instead of a flat subscription, a per-seat licence, or a price based on conversation volume.
Human Handoff
Human handoff is the process of transferring a chatbot conversation to a live agent when the bot cannot resolve an issue or the user requests human help - preserving conversation context.
Customer Support Automation
Customer support automation uses technology - including AI chatbots - to handle customer service inquiries without human intervention.
Chat Attribution
Chat attribution is the measurement of revenue and conversions that can be credited to a chat assistant, by linking a conversation to the order or lead that followed it, so a store can see what the chatbot actually earned rather than only how many messages it sent.