AI support vendors' resolution rates are near-impossible to compare, and the math shows why
Informal-Dust4499 · reddit · 2026-10-22
A Reddit breakdown shows how inconsistent AI customer support platforms define "resolution rate": some count silence as resolution, others require customer confirmation; denominators range from all inbound conversations to only non-escalated ones. The same 250 successfully resolved conversations could be reported as 50%, 33%, or 25% depending on the formula. The author proposes stricter criteria — real resolution, no human work, no repeat contact in a defined window, an explicit denominator — and asks production teams how they actually measure success (customer confirmation, LLM-based eval, repeat-contact tracking).
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