Automated Resolution
Automated resolution is when an AI work platform completes a request end to end — understanding the intake, grounding an answer in cited evidence, or executing a governed action — without a person doing the work, while still leaving a full record. It is measured honestly: only requests closed correctly and within policy count, and anything uncertain is escalated rather than force-closed.
Synonyms: auto-resolution, automated containment, self-service resolution, deflection
Automated resolution is the outcome AI work automation is built to produce: a request arrives, the platform understands and structures it, grounds a response in approved sources or proposes the right action, and closes the loop — all without a human having to carry the task. The discipline is in the honesty of the meter. A resolution only counts when the answer was correct, the handling stayed inside policy, and no person had to intervene; everything else is escalated to a human with the case fully assembled. Framed this way, automated resolution measures real, accountable throughput rather than how often a bot deflected a conversation, and each resolved item still carries the evidence, decisions, and audit trail that make the outcome reviewable after the fact.