How we measure AI resolutions
We quote resolution rates and bill per resolution, so the definition has to be strict, auditable, and biased against us — not in our favour. This page is the definition.
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A resolution means zero human replies
A conversation only counts as AI-resolved when no human agent sent a single reply in it. We verify this against the actual author of every message in the conversation — if your team touched it, it is a human resolution and it is never billed as an AI one.
Silence is not success
A conversation counts as AI-resolved when the AI answered the customer's question and no human agent had to step in. Conversations the customer never engaged with are closed by timeout without being counted. And if a resolution turns out wrong, the settling window reverses it (below).
Resolutions can un-count themselves
Every resolution has a 3-day settling window. If within those 3 days the customer reopens the conversation, a human agent takes over, or the customer leaves a negative rating, the resolution is automatically reversed — removed from your usage and, if already invoiced, credited back.
What affects your resolution rate
Your resolution rate depends on how many real customer questions your approved knowledge base can answer. New workspaces with thin content may start lower and improve as coverage grows. Check your own settled results in the dashboard; we do not publish a cross-customer rate without a verified cohort.
Why we bill this way
Per-resolution billing only works if the definition is honest — we only earn when the AI genuinely did the work alone, and every counted resolution is visible in your dashboard with its full conversation history, so you can audit any of them.