This section answers a question every team with an AI assistant eventually asks: is it actually doing anything?
What this section measures
How much of the load the AI carries. It shows whether the AI resolved a conversation on its own, helped a teammate, or stayed out of the way.
Every thread in the period falls into exactly one of the three, so the shares always add up.
The three categories
- AI resolved
- Chloe handled it from start to finish. No teammate needed to reply.
- AI assisted
- Chloe was involved but a person finished it: she drafted something, or answered first and then handed over.
- No AI
- She was not involved at all. A person answered from the beginning.
Assisted is the category people misread. It is not a failure. It is Chloe doing the first eighty per cent of the work on a conversation that needed a human for the last bit, which is often the best possible outcome.
The headline sentence
Above the chart is a sentence in plain English: what share of threads had AI involved in the reply at all, and what share she fully resolved on her own.
Those are two different things, and the gap between them is the interesting part. "AI involved in 100%, fully resolved 71%" means she touches everything and finishes most of it. "Involved in 40%, resolved 38%" means she is barely being used but is reliable when she is.
Reading the chart
Below is a stacked bar chart over time, one colour per category, with totals in the legend.
- Day or Week
- Switch the grouping. Use Week for anything longer than a fortnight; daily bars on a long range are unreadable.
- View as table
- The same figures as numbers, for when you want exact counts rather than a shape.
Look at the shape rather than any one bar. A rising AI-resolved share over several weeks means your knowledge and training are working. A sudden drop usually means something changed, such as a new kind of question, or a knowledge source that went stale.
What a healthy split looks like
There is no correct number, because it depends entirely on what customers ask you. A business whose questions are mostly factual will see a high AI-resolved share; one whose customers mostly need decisions will not, and should not.
What matters is the trend and the mode. Judge the figure against how much authority you have given Chloe. A low resolved share while she is in On demand is exactly right, because she is not allowed to resolve anything on her own.
What to do about each share
- AI resolved is high and satisfaction is holding
- Working as intended. Leave it alone.
- AI resolved is high and satisfaction is falling
- She is closing conversations customers are not happy with. Read some of them, and check the replies flagged for review.
- AI assisted is the biggest share
- Normal and healthy, particularly in On demand. Nothing to fix.
- No AI is large and you expected otherwise
- Either she is in the wrong mode, or the Chloe replies here switch is off on a channel you thought she covered.