After launch, the work shifts from setup to improvement. A simple weekly review of a few metrics can lift your AI resolution rate and customer satisfaction within weeks.
Last updated: October 17, 2026. Menus and button names can change, so if something looks different, look for the closest matching option.
Best for: Teams that want measurable AI results
Starting price: Essential $19/user/month (billed yearly)
The metrics that matter
| Metric | What it tells you | Watch for |
|---|---|---|
| AI resolutions | Chats the agent handled | Your plan’s monthly allowance |
| AI resolution rate | Share of chats solved without a human | A steady rise week over week |
| Chats handled | Total AI volume | Peaks after campaigns |
| Transferred chats | Where the AI needed help | Repeating topics |
| CSAT | Customer satisfaction | Drops after changes |
Step-by-step: weekly improvement routine
Step 1: Open the Performance report
In Text, open the AI agent Performance section to see AI resolution, resolution rate, chats handled, CSAT and transferred chats.
Step 2: Read 10 transferred chats
Go to Archives and filter for transferred or low-rated chats. Note why each one needed a person.
Step 3: Group the reasons
Most problems fall into four groups: missing knowledge, unclear instructions, a needed action (skill) or a case that should always go to a human.
Step 4: Fix missing knowledge first
Add an article or update the source page for each missing answer. See how to train your AI agent.
Step 5: Add a skill for repeated requests
If customers keep asking for the same action, such as order status or demo booking, build a custom skill.
Step 6: Track resolutions against your plan
Essential includes 10 AI resolutions a month and Growth 200. Extra packs of 50 cost $49.50 and refill automatically, so watch volume during sales and campaigns.
A higher resolution rate is only good if CSAT stays healthy. Never block handoff just to raise the number.
Step 7: Log changes
Keep a simple note of what you changed each week. If CSAT drops, you can quickly see which change caused it.
Benchmarks to keep in perspective
Vendors publish high numbers: Text cites up to 74% to 80% AI resolution in its marketing and case studies. Your rate depends on how repetitive your questions are and how good your knowledge is. Compare your own numbers month over month rather than against vendor claims.
More AI customer service guides
- How to Set Up the Text AI Agent (Step-by-Step)
- How to Train an AI Agent on Your Website, Files and FAQs
- How to Write AI Agent Instructions (With Prompt Templates)
- How to Add the Text Chat Widget to Your Website or WordPress
- How to Connect the Text AI Agent to Shopify
- How to Create a Custom Skill for the Text AI Agent
- How to Set Up AI-to-Human Handoff in Text
- How to Offer Discount Codes in AI Chat to Save Sales
- How to Run Multiple AI Agents for Different Websites or Languages
- Best AI Customer Service Agents for Small Businesses (2026)
- Text AI Agent Pricing 2026: Plans, AI Resolutions and Real Costs
- Text vs Tidio (2026): Which AI Chat Platform Is Better?
Frequently asked questions
What is a good AI resolution rate?
It depends on your business. Stores with many order and shipping questions often reach higher rates than complex B2B products. Aim for steady improvement with stable or rising CSAT.
How do I estimate the money saved?
Use our AI customer service ROI guide with a worked example.
Wrap-up
Check the Performance report weekly, read transferred and low-rated chats, fix knowledge gaps first, add skills for repeated requests and keep an eye on your resolution allowance.
This guide is independent and is not sponsored by Text. Some links may be affiliate links, which never change our recommendations. See our Affiliate Disclosure.