Improving Automated Resolution Rate with Ada

When to use this skill

Use this skill when the user wants to:

• Improve their automated resolution (AR) rate
• Reduce handoffs to human agents
• Understand why conversations aren't being resolved automatically
• Identify automation opportunities
• Analyze unresolved conversation patterns

Understanding AR

Automated Resolution (AR) measures the percentage of conversations fully resolved by the AI agent without human intervention. Key factors affecting AR:

• Knowledge coverage: Does the agent have answers to customer questions?
• Action capabilities: Can the agent perform the required tasks?
• Playbook design: Are workflows comprehensive enough?
• Handoff triggers: Are handoffs happening unnecessarily?