Success Rate measures the percentage of matched tickets where the AI workflow executed correctly and achieved its intended outcome. It answers: "When AI attempts a ticket, how often does it succeed?"

Success rate is calculated as successful executions divided by matched tickets. A ticket is "successful" when the workflow ran without errors, the AI took the correct actions, and the outcome matched the workflow's intent. This is narrower than resolution rate—a ticket might reach a successful workflow outcome but the customer might still be unsatisfied.

Low success rate despite high match rate indicates workflow problems: edge cases the workflow doesn't handle, integration failures, unclear workflow logic, or AI misinterpreting customer inputs. Diagnosing success rate drops means reviewing failed executions to identify patterns.

Success rate multiplied by match rate gives you your theoretical automation ceiling—the maximum percentage of tickets that could be fully automated if everything worked. If match rate is 60% and success rate is 80%, your ceiling is 48%. Improving either metric raises the ceiling.

Related terms: Match Rate, Effective Automation Rate, Resolution Rate, Total Quality Score (TQS)