AI AUTOMATION RATE
89%
↑ +17pp vs. 8 weeks ago · Underlying rate: 88.6%
Tickets resolved by AI
16,270
Total tickets
18,281
Week ending
20 Apr 2026
Automation rate — weekly
Jul 2025 – Apr 2026 · Week commencing dates shown
Order Cancellation Automation
Refund Automation
Claims Automation
CX score — weekly
Jul 2025 – Apr 2026 · Customer experience score by resolution type
SHOW
Key metrics
All time
AI ASSIST %
89% ↑
16,270 AI-resolved of 18,281 tickets
Target: > 40% ✓
TICKETS PER ORDER (TPO)
18.4%
3,360 tickets ÷ 18,281 orders
Target: < 15%
First contact resolution
40.4%
2,804 of 6,935 human-handled
Avg resolution time
3.2 days
Median: 0.1d
First response time
0.4h
avg: 0.4h
Reopen rate
0.2%
28 reopens this period
Volume by category group
Tickets by category group
Effort by category group
Avg messages per ticket by type
Outgoing
Incoming
Internal notes
Complexity breakdown
Tickets by total message count
Silent resolution (46.8%)
One-touch (12.1%)
Standard (24.3%)
Moderate (9.7%)
Complex (4.8%)
Extended (2.3%)
Monthly volume
Tickets created per month