Automated resolution rate is the percentage of customer questions resolved by automation or an AI assistant without reaching a human agent. In a well-built e-commerce setup it reaches the 40%-65% band.
The most repeated questions are where is my shipment, how do I return this, which size should I pick and when will stock arrive; they make up the bulk of total volume and are the best candidates for automation. The critical part is that the assistant hands off to an agent instead of inventing an answer when it does not know; a wrong answer costs more than no answer.
Automated resolution rate = Automatically resolved ÷ Total tickets × 100
If 1,100 of 2,000 monthly tickets are resolved automatically, the rate is 55%.
The most repeated questions are where is my shipment, how do I return this, which size should I pick and when will stock arrive; they make up the bulk of total volume and are the best candidates for automation. The critical part is that the assistant hands off to an agent instead of inventing an answer when it does not…
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