About customer service agent resolutions

Customer service agent resolutions are a key part of how the Customer Service Management app measures the effectiveness of its AI-powered customer service agent. Understanding what counts as a resolution helps you track usage and plan for future changes to billing.

Definition of a resolution

A resolution is a conversation between a customer and the customer service agent (Rovo Customer Service) that is successfully completed without needing to hand off the conversation to a human agent or create a work item. The agent must provide a complete answer, and the conversation must be judged as resolved by the system’s LLM (large language model) judge.

Interactions not counted as resolutions

The following interactions are not counted as resolutions:

• Conversations that result in a handoff to a human agent or the creation of a work item.

• Conversations where the AI agent says it cannot help.

• Conversations conducted as a test in the customer service agent settings.

Each conversation can only have one resolution.

Usage and billing for resolutions

Currently, the customer service agent is free to use across all plans. In the future, usage will be tracked and charged per resolution. Atlassian will provide advance notice before enforcement begins.