Resolution rate
Resolution rate measures the percentage of customer issues that are fully resolved — the customer's problem is solved, their question is answered, or their request is completed. It is the outcome-focused alternative to deflection rate and one of the most important metrics for evaluating AI customer service performance.
Resolution rate = (Issues fully resolved / Total issues handled) x 100
The critical word is "fully." A ticket marked as closed is not necessarily resolved. A customer who stops responding after a confusing chatbot interaction is not resolved. A customer who is given a partial answer and doesn't follow up is not resolved. Genuine resolution means the customer's need was met.
Measuring resolution accurately requires defining clear criteria:
No recontact: The customer doesn't raise the same issue again within a defined window (7-30 days)
Action completion: If the issue required an action (refund, account change, appointment), the action was successfully executed
Customer confirmation: The customer explicitly confirmed the issue was resolved (via survey, follow-up message, or in-conversation confirmation)
Resolution rate is the metric that distinguishes AI systems that genuinely help customers from those that merely process interactions. Two AI platforms can both report handling 70% of incoming volume — but if one resolves 90% of those and the other resolves 50%, the customer experience and business impact are radically different.
For CX leaders evaluating AI vendors, asking "what is your resolution rate?" and "how do you define and measure resolution?" is more revealing than asking about automation rate or deflection rate. The definition is where vendors differentiate.
Related terms: deflection rate, first contact resolution, cost per resolution
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.