Define the outcome first
A conversation can end because the customer got an answer, found another channel or gave up. Treating all three as successful automation hides the work that remains. Before comparing AI tools, write down what a resolved request means for your business. For an order question, that might be a verified status and a clear next step. For a booking, it might be a confirmed time.
Check the next conversation
Review whether the customer contacted you again about the same issue. Keep the measurement window and channel coverage consistent. A chat that becomes a phone call should not count as a clean AI resolution simply because the chat window closed.
Read a sample, not just the chart
Review a mix of successful, abandoned and handed-off conversations. Check the source behind the answer, whether the customer was understood, and whether personal information stayed protected. Include ordinary wording and incomplete questions, not only polished demo prompts.
Score handoffs separately
A handoff can be the right outcome. Look for a useful explanation to the customer, a summary for the employee and an owner for the next step. Track unnecessary handoffs too: a public question about opening hours should not require an employee when the approved answer is available.
Keep going
Put the next step into practice, or ask us about your setup.