Connect to IntercomAutomation Rate
Automation Rate measures the percentage of inbound support tickets or conversations fully handled by automated systems — bots, AI workflows, macros, or auto-resolve rules — without any direct human-agent involvement. It is the top-line productivity metric for support automation investment. Unlike containment rate (which measures bot-only conversations), automation rate counts all automated resolution paths, including backend workflows that route, resolve, or close tickets without human review.
Automation Rate = (Tickets fully resolved without human agent involvement ÷ Total inbound tickets) × 100
"Fully resolved" means the ticket closed and was not reopened. Tickets where an agent reviewed but did not reply should not count. Auto-closed tickets (inactive for 7 days) should be tracked separately from genuinely automated resolutions to avoid inflating the metric.
B2B SaaS, all support channels
Calculate your automation rate
- 1Including auto-closed (inactive) tickets as automated resolutions — auto-close after inactivity is a housekeeping operation, not a customer success.
- 2Celebrating automation rate without tracking automation quality — automated responses that give wrong answers reduce long-term CSAT without reducing human workload.
- 3Comparing automation rate across products with different complexity levels — simple B2C use cases have far higher automation ceilings than complex enterprise software.
- 4Not auditing automation accuracy quarterly — automated response quality degrades as the product evolves without maintenance.