AI resolution = percent of tickets closed by automation with no human touch. Count only issues a human would accept as solved.
Baseline
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Sample 200 recent tickets
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Tag could have been automated yes or no
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Measure current AI resolution and time to resolution
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Record 10 failure types
Drivers
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Correct intent and routing
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Reliable tool calls
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Clear guardrails and fallbacks
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Fast human claim when needed
Daily loop
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Pick 3 to 5 intents from the top failure types
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Improve retrieval and tool routes
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Add tests for each change
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Re run eval set and log the delta
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Post a 2 line summary to Slack
Evaluation set
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150 to 300 examples with ground truth
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Mix of easy, medium, hard
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Include edge cases and forbidden actions
Guardrails that matter
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Block unsafe tools by default
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PII redaction in logs
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Rollback function with a single flag
Dashboard
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AI resolution percent
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Human escalation percent
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Median time to first response
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Error rate by tool
Book a 15 minute Fit Check. We will map the first 10 intents that move your number.