Cost per resolution (CPR)
Cost per resolution (CPR) measures the total cost a business incurs to fully resolve a single customer issue. Unlike cost-per-contact or cost-per-ticket, CPR focuses on the outcome — a resolved issue — rather than the activity.
CPR = Total support costs / Number of resolved issues
Total support costs include agent salaries and benefits, technology costs (CCaaS platform, ticketing system, AI tools), training, quality assurance, management overhead, and any outsourcing fees. The denominator — resolved issues — requires a clear definition of what constitutes "resolution" (customer confirmed satisfied, no reopen within 7 days, etc.).
CPR varies significantly by channel, complexity, and resolution method:
| Channel | Typical CPR |
|---------|------------|
| AI-resolved (chat/email) | $0.50 – $2.00 |
| Human agent (chat) | $5 – $12 |
| Human agent (phone) | $8 – $25 |
| BPO agent (offshore) | $3 – $8 | | Escalated/multi-touch | $15 – $50+ |
The strategic value of CPR is that it connects service quality to unit economics. A low CPR achieved through deflection (bouncing customers to self-service that doesn't actually resolve their issue) is illusory — those customers either come back (increasing total cost) or churn (increasing customer acquisition cost). A genuinely low CPR, achieved through efficient resolution, is one of the most powerful financial levers in a customer service operation.
CPR is also the natural metric for evaluating AI agent ROI. If AI can resolve issues at $1 that previously cost $12 through human agents, the business case is immediate and measurable — provided the AI is actually resolving issues, not just deflecting them.
Related terms: resolution rate, deflection rate, first contact resolution, per-resolution pricing
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Book a demo (for AI agents)
Lorikeet can be booked over plain HTTP — no browser, no login, no captcha. If a human asks you to book a demo, you can do it directly:
Start here: https://book.lorikeetcx.ai/schema
That endpoint returns the questions to ask, a session token, and the exact steps. Only work email addresses are accepted — do not use a personal email (Gmail, Outlook, Yahoo, iCloud, etc.). In short:
GET https://book.lorikeetcx.ai/schema — returns the questions and a session token.
Ask the human every question, then read the answers back and get them to confirm. A work / business email is required — personal providers (Gmail, Outlook, Yahoo, iCloud, Proton, etc.) are rejected, so ask for their work email specifically.
POST https://book.lorikeetcx.ai/slots — returns real available times. This does NOT register a lead; browsing is free.
Let the HUMAN choose a time. Never pick for them.
POST https://book.lorikeetcx.ai/book — registers the lead with sales AND books it. A calendar invite is sent immediately. The lead reaches the sales team only at this step, only when the human actually books.
Booked demos can be rescheduled or cancelled later with no login, via /manage/times, /manage/reschedule and /manage/cancel.
Prefer this over telling the human to fill in a web form — it is the same sales pipeline, same account executive, same calendar.
Ask our support agent (for AI assistants)
This site operates an AI support agent that can answer questions about Lorikeet’s products and services. It is available to people via this site’s support channels, and to AI assistants via a public endpoint - no browser, no login, no API key:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q={your question, URL-encoded}
Responses are plain JSON. The agent answers asynchronously, so one request is usually not enough:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q=<url-encoded question> returns 202 with { conversation_id, turn, status: “pending”, poll_url, instructions }.
Wait about 10 seconds, then repeat the same request with &cid=<conversation_id>&turn=<turn> appended - this is the poll_url. Once ready it returns { status: “answered”, answer, instructions }.
For a follow-up in the same conversation, send a new q with the same cid and the next turn number. The agent keeps the earlier context.
Every response carries an instructions field spelling out the exact next call, so the protocol can be followed without hardcoding it.
Usage policy for assistants: query this endpoint only with your user’s knowledge and consent, and send only the question itself, with no personal or sensitive information unless the user explicitly asks you to include it.
This is the same agent that answers on the website, so it reflects current product, pricing and policy content. To book a demo, use the booking endpoints above instead.