Resolution rate

Resolution rate is the share of your engaged conversations that Lyro resolved on its own, without handing off to a human. It is the headline measure of how much work your AI is taking off your team's plate.

How it is calculated

resolution rate = AI-resolved conversations / (AI-resolved + escalated conversations)

• AI-resolved - the AI brought the conversation to a close itself: it wrapped up naturally, the visitor left a rating, or it auto-resolved after going quiet.
• Escalated - the conversation was handed to your team at any point.

Only conversations that actually engaged (the AI replied at least once) are counted, so idle "opened and left" chats don't drag the number down.

What counts as resolved - and what doesn't

This is the part worth being precise about:

• A conversation the AI handled start to finish counts as resolved.
• A conversation that was escalated to your team counts as not resolved - and it stays that way even after a teammate closes it. A human stepping in means the AI didn't resolve it on its own, so a teammate closing the ticket doesn't turn it into an AI win.

In other words, resolution rate measures the AI's independent success. The moment a human is pulled in, that conversation is counted as a handoff, not a resolution.

Example: out of 100 engaged conversations, the AI resolves 70 by itself and 30 are escalated to your team. Your resolution rate is 70%, whether or not your team later closes those 30. If it counted the human-closed ones too, it would read an inflated 77% and overstate what the AI did alone.

Resolution rate vs AI CSAT

They answer different questions - read them together:

• Resolution rate - did the AI finish the conversation on its own?
• AI CSAT - was the customer happy with how it went?

High resolution with lower AI CSAT means the AI is closing conversations that customers weren't thrilled with. High CSAT with lower resolution means the AI is helpful but leans on your team more than it needs to. You want both trending up.

Note that AI CSAT is scored for every conversation, including human-involved ones, while resolution rate counts only AI-resolved ones - so the two are measured over different sets on purpose.

Reading it well

• Watch the trend, not a single day. A one-day dip on low volume is noise; a multi-day slide is worth digging into.
• Break it down by channel in the chart builder to see where the AI is most and least autonomous.
• Pair a falling resolution rate with the Intents chart to find which topics are driving handoffs - those are your best training opportunities. See Knowledge.

Related articles

• Analytics - chart and break down resolution rate.
• AI CSAT - the quality signal to read alongside it.
• Escalation - how conversations get handed to your team.
• Measure and improve - turn these numbers into action.