Automated resolution
Automated resolution is when a support request is fully solved by software, without a human agent stepping in.
Automated resolution is the outcome where a customer's issue is understood and closed by software from start to finish, with no agent involvement. The system interprets the request, takes any needed actions such as issuing a refund or resetting a password, and confirms the result to the customer.
It differs from deflection, which only points a customer to an answer. Automated resolution means the problem is actually settled, and the case is closed, not just redirected.
In context
In support operations, automated resolution is a core measure of how much real work the automation handles end to end. Teams track which categories resolve on their own, then expand coverage into more types of requests as confidence grows.
Reaching it usually requires the system to connect with back end tools, so it can read account data and make changes safely. Clear guardrails and escalation paths keep cases that fall outside the automated scope moving to a human instead of stalling.
How Auralis uses Automated resolution
Auralis Autopilot resolves common requests end to end by connecting to back end systems and acting on them under defined guardrails. In repetitive categories this drives 74% ticket deflection and supports cost savings of 45% as more cases close without an agent.