The support industry hides behind “deflection rate” — a number that counts a customer walking away as a win. There's a better yardstick, and it's the one every AI vendor should have to answer for.
Resolution Rate is the share of customer conversations an AI resolves end-to-end, correctly, without a human — the refund issued, the answer given with a source, the order placed. Not merely answered. Not deflected. Actually done.
Counts every conversation that avoided a human — including the ones where the customer gave up, got a dead-end, or rage-quit. It can go up while your experience goes down.
Counts only conversations the AI actually closed correctly, end-to-end. You can't inflate it by frustrating people into leaving. It's the number that tracks reality.
Agrim answers investor questions on RVNL's website from the annual report and BSE filings — with a citation on every answer. 95.75% resolved without a human, measured on outcomes, not deflection.
Read the RVNL case studyA conversation only counts as resolved if the request was actually completed. That means:
If your current tool can't tell you — or only reports deflection — that's the answer. Agrim will show you a real one, measured on outcomes, from day one.
Most deployed support bots resolve well under half of conversations end-to-end; the rest are deflected or escalated. A strong AI agent should resolve the clear majority autonomously. Agrim resolves 95.75% of investor queries for RVNL — measured on outcomes, not deflection.
Deflection rate counts conversations that never reached a human — including ones the customer abandoned unresolved. Resolution rate counts only conversations the AI actually closed correctly, end-to-end. Deflection can hide failure; resolution can't.
Resolution rate = conversations resolved end-to-end without a human ÷ total conversations. A conversation counts as resolved only if the customer's request was actually completed — the refund issued, the answer given with a source, the order placed — not merely answered or deflected.