Playbook5 min read

Measuring resolution rate and CSAT with AI agents

If you cannot measure it, you cannot trust it. These are the few numbers that tell you whether your automation is actually helping customers.

Resolution rate over deflection

Deflection counts tickets you avoided. Resolution counts problems you solved. Only one of those makes customers happy, so track resolution first.

CSAT, honestly

Ask customers how it went, right after the conversation. A short, consistent survey catches problems automation alone will never surface.

Watch the handoff line

How often a conversation escalates to a human, and why, is one of your most useful signals. Rising handoffs point straight at gaps to fix.

Answer faster, without extra headcount

Chat, phone, and email, answered from your own knowledge. No technical skills needed: if you can handle an email inbox, you can work with this.

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