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When an AI resolution is charged
A resolution is counted only when Arlo completes the customer’s request without a human taking over.
3 min read
What counts
A charged resolution requires a customer question, an Arlo answer grounded in approved knowledge, and a completed outcome without agent intervention.
What does not count
Drafts, abandoned conversations, test messages, low-confidence handoffs, and conversations answered by an agent are not successful AI resolutions.