Term name

AI resolution rate (%)

Purpose

Track how often a chat visitor confirms that an AI Answer resolved their inquiry, or a chat visitor stops interacting with the chatbot flow after AI provides an answer.

This gives you insight into how successfully AI is able to resolve chat inquiries, both from direct feedback from the chat visitor and inferring that resolution was successful if they stop replying to the chat. 

Definition

Count of chatbot conversations where the chat visitor either indicated the AI Answer provided was helpful or dropped from the chatbot flow after AI provided an answer over the count of chatbot conversations where AI provided an answer (regardless if chat visitor completed the chatbot flow).

Location & attribution

Chatbots report

• AI Answers table

FAQ

• Visitors are not required to complete the chatbot flow to be counted in this metric.