Define “resolved” before you report it

Time to set up

Half a day to agree, 1–2 days to report

Cost

£0

Driver

Insights

The problem

Everyone counts resolution differently. Many AI tools count a conversation as resolved when no human was involved, which counts a customer who gave up as a success. Your human team may use a different rule again. When the definition changes between tools, teams or months, the trend means nothing, and your board can’t compare AI with people.

The fix

1. Write the definition in one sentence. For example: “An issue is resolved when the customer confirms it, or doesn’t contact us about the same issue within seven days.”
2. Pick the window and keep it. Seven days suits most B2B products. Use longer if a fix takes time to show, then don’t change it.
3. Apply it everywhere. The same rule for every channel, and for AI and human conversations alike.
4. Set up the repeat check. Link contacts from the same account on the same contact reason within the window (see Ten tags that tell you why customers call).
5. Report it beside deflection for one quarter, then lead with resolution and move deflection to the appendix.
6. Write the definition down where finance and the board can see it, so nobody quietly changes it later.

Tools to try

• Your helpdesk reporting with a required contact reason on every conversation, so repeat contacts can be matched.
• An account or customer ID shared between your helpdesk and CRM (Salesforce, HubSpot), so a chat and a later email from the same customer link up.
• Looker Studio or Power BI for a monthly trend chart, AI and human side by side.

How to measure it

Track resolution rate for AI and human conversations under the same definition, and repeat contact rate within the window. If AI resolution falls when you switch definitions, that’s the first honest number you’ve had.

Why this matters: Stop reporting deflection to your board