Automated resolutions are the unit of measurement used for calculating and billing your account for AI agent usage.
Paying per automated resolution means that you pay only for customer requests that were successfully resolved by the AI agent, without any escalation to a human agent. Conversations flagged as resolved are also verified by a large language model (LLM), ensuring its accuracy and delivering a true automation rate.
This article contains the following topics:
- Understanding how automated resolutions are calculated
- Understanding how many automated resolutions you’re allocated
- Monitoring automated resolutions
- Viewing automated resolution usage banners
- Allowing or avoiding automated resolution overages
- Adding additional automated resolutions to your account
Understanding how automated resolutions are calculated
Automated resolutions apply to both chat and ticket AI agents, and are calculated using the following logic:
- For chat AI agents: An automated resolution is consumed for any conversation that is considered Bot Handled and passes the verification performed by our LLM. For a full description of what Bot Handled means, see Understanding the difference between deflection, bot-handled, automated resolution, and automation rates.
- For ticket AI agents: An automated resolution is consumed for any conversation that is considered Answered (because a reply was sent) and passes verification performed by our LLM.
The verification process performed by the LLM evaluates the text of the conversation to ensure that the customer’s request was actually satisfactorily resolved without human-agent intervention. Conversations that don’t pass this verification are not considered automated and do not consume an automated resolution.
Understanding how many automated resolutions you’re allocated
Your account is automatically allocated a certain number of automated resolutions based on your Zendesk plan. For details, see Default automated resolution allocation per plan in the Zendesk help center.
If needed, you can also purchase additional automated resolutions. See Adding additional automated resolutions to your account below.
Monitoring automated resolutions
Monitoring your automated resolutions usage helps you determine whether your plan-based allotment meets your needs. You can monitor automated resolutions usage in two ways:
- At the conversation level, automated resolutions are indicated in the Conversation Logs.
- At the account level, automated resolutions are reported in the Performance Overview Dashboard.
Monitoring automated resolutions at the conversation level
In the Conversation Logs, an automated resolution icon (
) is added to any conversation that consumes an automated resolution according to the logic described above.
Additionally, you can drill into a specific conversation to see an explanation of the automated resolution verification.
To view a conversation’s automated resolution verification details
- In the main menu, select Conversation Logs.
- From the list, select a conversation with the automated resolution icon ().
- Click Details.
In the Conversation Overview panel that opens on the right, the Automated resolution section includes an explanation of why the conversation is considered to be verified.
Monitoring automated resolutions at the account level
The Performance Overview Dashboard includes an Automated Resolutions Rate report that shows your automated resolutions usage at the account level. For details, see Analyzing AI Agents with the Performance Overview Dashboard.
Viewing automated resolution usage banners
In Ultimate, overage warning banners notify you when you’ve used 80% of your automated resolutions, and will be updated when you’ve used 100%. The banners include basic information about what happens when you reach your limit based on your automated resolution overage setting.
You can't dismiss these banners. They remain visible until automated resolutions are again available for your account, either when your billing cycle resets or when you purchase additional automated resolutions.
Additionally, your account billing admin will be notified directly when your account nears its automated resolution limit, and again when it reaches that limit.
Allowing or avoiding automated resolution overages
If you exhaust your current monthly allotment of automated resolutions, you have two options to determine the system behavior until the next monthly allotment:
- Continue using AI agent (Ultimate) functionality. This is the default option and results in overage billing until the next monthly allotment.
-
Pause all AI agent (Ultimate) functionality. This option ensures you’re not billed for automated resolutions until your next monthly allotment.
- If you choose to pause AI agent (Ultimate) functionality, the default messaging response is activated. If you want to update the default messaging response, you must manually disconnect the AI agent first. See Disconnecting and deleting conversation bots.
For details, see Avoiding automated resolution overage in the Zendesk help center.
Adding additional automated resolutions to your account
If you’ve used your current allotment of automated resolutions and want to add more, you can purchase additional automated resolution packages. For details, see Adding automated resolutions to your account in the Zendesk help center.