How is AI Resolution Rate calculated?
AI Resolution Rate is, of the calls where the AI actually had a conversation, the share it fully resolved on its own. Calls where the caller hung up instantly or never really engaged are left out of this measure, so it reflects how well the AI finishes the job once it's genuinely in a conversation.
What it tells you: how effective your AI is at resolving calls it actually engages with.
How it's calculated
SuperLedger starts with calls where the AI engaged — a real back-and-forth, not an instant hang-up — and measures the share the AI resolved without escalating. Never-engaged and early-terminated calls aren't held against the AI here.
Where you'll see it
On location and client dashboards, typically labeled as a resolution or "% resolved" figure.
Common questions
- Why isn't this the same as containment? Containment counts all customer calls (how many avoided a human). Resolution rate counts only engaged calls (how many the AI fully resolved). Different denominators, different numbers.
- A caller hung up before saying anything — does that hurt my rate? No; calls with no real engagement are excluded from this measure.