Does the platform's autonomous resolution rate survive contact with the messy calls that actually reach a human, or is the headline number hiding a handoff problem the client will discover on their own?

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Accepted Answer

Instrument the warm-transfer path and measure post-handoff resolution separately from bot-resolved calls before you sign any retainer that promises a resolution rate. Autonomous resolution percentages describe only the calls the AI closed on its own; the calls it escalated are where client satisfaction is actually won or lost, and platforms like Glassix and Talkdesk route those escalations to humans by default without guaranteeing the context travels with them. The broader pattern holds across the stack: fewer than half of agent-generated insights at surveyed organizations lead to meaningful action, which is the same failure mode as a bot that resolves a call but hands off a customer with no usable summary. Forrester also notes that vendors set the meter, control feature access, and arbitrate disputes over their own AI, so an agency that cannot independently measure handoff quality has no leverage when the client disputes the number.