Conversations resolved by Autopilot

Term name

Conversations resolved by Autopilot

Purpose

Track the volume of conversations resolved by Autopilot, without human involvement.

Definition

Total number of conversation segments where Autopilot sent a reply and resolved the issue without any teammate involvement (messages sent by teammates) during the time period.

Location & attribution

• Autopilot report

  • Key metrics chart

  • Autopilot over time graph

FAQ

• This metric is named “Resolved conversations” in the Autopilot report.

• If a teammate takes actions like adding comments to the conversation or manually resolving the conversation, but does not send a reply, the conversation is still counted as resolved by Autopilot.