Autonomous Resolution
AI that resolves a customer's issue end-to-end with no human in the loop.
Autonomous resolution % = confirmed resolutions with no human / total automated attempts x 100Autonomous resolution is the top of the AI-support ladder: the system understands the request, takes the necessary actions, and closes the case itself. It is where the headline "AI resolved X% of tickets" claims come from — and where definitions matter most.
The honest measure is confirmed resolutions (customer's problem actually solved, no repeat contact) over total attempts, not sessions that merely ended in the bot.
What it hides: vendors frequently conflate containment with resolution, counting deflected or abandoned sessions as "resolved." A real autonomous-resolution rate requires an outcome check and a repeat-contact window. Ask what the denominator is and how resolution was confirmed. See what "AI resolved 70%" actually means.