Definition
Chat resolution confidence is an assessment of how likely a live chat conversation is to be fully resolved based on the customer’s response, the actions taken, and any remaining questions.
Why It Matters
Tracking resolution confidence helps teams identify conversations that may need a follow-up, escalation, or clearer explanation before they are closed. It can also support more consistent quality reviews and reduce premature conversation closures.
Real-Life Use Case
Order support: After explaining a delivery delay, an agent checks whether the customer confirms that the answer is sufficient. If uncertainty remains, the agent provides the next step or schedules a follow-up instead of ending the conversation immediately.
FAQs
How is chat resolution confidence determined?
It can be based on customer confirmation, the completeness of the answer, and whether the requested action was completed.
Is resolution confidence the same as customer satisfaction?
No. Confidence assesses the likelihood that the issue is resolved, while satisfaction reflects how the customer feels about the interaction.
Who should review low-confidence conversations?
Supervisors, quality teams, or assigned agents can review them and decide whether clarification or follow-up is needed.
Can resolution confidence be used without automation?
Yes. Agents can record a simple assessment manually during or after a conversation using an agreed team standard.