Resolution Rate
The percentage of customer inquiries that an AI Agent successfully resolves without human intervention. Best-in-class AI Agents like Fin achieve 59%+ average resolution rates, with top performers reaching 80%+ for complex, multi-step queries.
Understanding Resolution Rate
Resolution rate measures the percentage of customer queries that an AI Agent successfully resolves without requiring human intervention. This metric has become the gold standard for evaluating AI Agent performance in customer service.
Fin achieves an industry-leading 59% average resolution rate across all customers, with top-performing implementations reaching 80%+ for well-optimized setups.
Performance Tiers
Early Stage (< 30%)
AI handling only basic informational queries. Limited knowledge base coverage and no action capabilities.
Developing (30-45%)
Good knowledge base with comprehensive FAQ coverage, but limited automated workflow capabilities.
Strong (45-60%)
Handling complex queries with some automated workflows and procedures in place. Approaching industry average.
Excellent (60-75%)
Advanced procedures, optimized guidance, and comprehensive coverage. Above industry average performance.
Best-in-Class (75%+)
Fully integrated AI-first operations with continuous optimization. Industry-leading performance.
Factors That Impact Resolution Rate
- Knowledge base comprehensiveness: Coverage of products, policies, and common scenarios
- Procedure implementation: Ability to handle task-based queries like refunds and cancellations
- Guidance quality: Clear behavioral rules and tone guidance for the AI
- Data connectivity: Integration with customer data, order systems, and third-party tools
- Continuous optimization: Regular training cycles based on performance analysis