What is resolution rate?
Resolution rate is the share of conversations that end with the customer's question solved. For an AI agent, it usually means the conversations the AI solved without a person stepping in.
Also called: AI resolution rate, automated resolution rate, bot resolution rate.
By Santhul Joseph, AI EngineerUpdated
How to calculate it
Resolution rate is the number of resolved conversations divided by all conversations in the period, times 100.
Example: a real estate agency's chat has 250 conversations in a month. 190 end with the question answered, 40 are handed to an agent and 20 are left open. The resolution rate is 190 divided by 250, or 76%.
What counts as resolved
The definition is the hard part. Some tools mark a conversation resolved when the customer confirms it, others when the customer doesn't come back within a set time.
Vendors that bill per resolution define it themselves, so the number on the invoice and the number you would count by hand can differ. When you compare tools, ask how a resolution is counted.
Resolution rate in SimplyBoost
Performance shows how many of the period's conversations are resolved, whether by the agent, by your team or closed automatically after a day without activity. Next to it you see escalations and the knowledge gap: the share of conversations where the agent couldn't answer twice in a row.
Resolutions are never billed. You pay a flat monthly price for a set number of AI replies.
Questions people ask
What is a good resolution rate for an AI agent?
There's no single benchmark, because tools define resolved differently. Track your own number over time: if it rises while unanswered questions fall, the agent is getting better.
Is resolution rate the same as containment rate?
No. Containment counts conversations that never reached a person; resolution counts conversations where the problem was solved. A contained chat can still end unsolved.
Does SimplyBoost charge per resolution?
No. Plans are a flat €39, €89 or €169 a month for 500, 2,000 or 6,000 AI replies, with no fee per resolution.