Revenue Operations & Support
Resolution Rate
A plain-language Open Developer definition.
Definition
What it means
Resolution rate is the percentage of customer support conversations an AI agent resolves without needing human intervention. It's the headline performance metric most AI chatbot and customer service tools lead with in their marketing.
Why teams track it
Why it matters
Resolution rate is one of the most-inflated metrics we encountered across this entire site — an independent 500-ticket test found Intercom Fin's real resolution rate at 38%, well below its marketed "up to 50%," and the same test found the platform counts a customer who simply stops replying as "resolved." Vendor-published resolution rates should be treated as a starting point for your own pilot testing, not a number to budget around directly.
Applied context
Where you’ll see this term
Central to our Intercom Fin and Tidio reviews, and discussed as a category-wide caution in our AI Chatbots & Conversational Marketing hub.