Glossary
Auto-resolution
When AI fully resolves a customer support ticket without a human reply.
Auto-resolution typically requires three things: high enough confidence in the proposed reply, allowance from your routing rules for the ticket category, and no triggered approval gates. Outcome-based AI pricing bills only when auto-resolution succeeds. Drafts and escalations are free.
Related terms
- AI Agent: An autonomous software agent that can resolve customer support tickets without a human in the loop.
- Confidence threshold: The minimum confidence score AI must reach before sending a reply autonomously.
- Outcome-based AI pricing: AI billing tied to fully resolved tickets, not seats or attempts.
- First contact resolution (FCR): The percentage of tickets resolved on the first reply, without follow-up exchanges or escalations.
- Ticket deflection rate: The percentage of customer requests resolved by self-service or AI before reaching a human agent.