Automation Rate
The percentage of total support volume that an AI Agent both participates in and fully resolves, calculated by multiplying Involvement Rate by Resolution Rate. This metric reveals the true operational impact of AI across all customer conversations.
Understanding Automation Rate
Automation Rate is the compound metric that shows how much work your AI Agent is actually doing across your entire support operation. Unlike resolution rate alone, which only measures success when the AI is involved, Automation Rate accounts for the AI's total footprint across all customer interactions.
The formula is simple but powerful: Involvement Rate × Resolution Rate = Automation Rate. For example, if your AI Agent is involved in 80% of conversations and resolves 75% of those, your automation rate is 60% (0.80 × 0.75 = 0.60).
Why Automation Rate Matters
This metric matters because it tells you what percentage of your total support workload has been successfully automated. It's the clearest indicator of operational efficiency gains and directly correlates to cost savings and capacity freed up for your human team.
When your automation rate increases, each percentage point represents significantly more work off your team's plate. Teams with high automation rates (60%+) see compounding returns because they're not just deflecting volume—they're eliminating the work that used to take the most time and skill. This is what enables support teams to scale without adding headcount.