KPI benchmark
What first contact resolution rate does AI reach?
Share of requests resolved in the first contact.
How to measure it
Requests with no repeat contact on the same topic within seven days, divided by all requests.
Across the library
2 reported values, listed per use case below.
Higher is better. Unit: percent.
Reported values by use case
AI agent for first line contact center service
- Vodafone60% · organization claim
AI agent for insurance policy servicing
- Waterdrop60% · organization claim
AI agent for telecom bill explanation and billing disputes
- Vodafone60% · organization claim
Use cases that should track first contact resolution
- AI agent for branch finding and appointment booking
- AI agent for card dispute intake
- AI agent for device and connectivity troubleshooting on voice and chat
- AI agent for EV charging driver support and charger troubleshooting
- AI agent for fan and ticketing service at sports clubs
- AI agent for first line contact center service
- AI agent for insurance policy servicing
- AI agent for parcel tracking and delivery exceptions
- AI agent for telecom bill explanation and billing disputes
- AI for support knowledge article generation and maintenance
- AI virtual assistant for health insurance member service
- Real time AI assist for contact center agents
Frequently asked questions
- How do you measure first contact resolution?
- Requests with no repeat contact on the same topic within seven days, divided by all requests.
- Where do these first contact resolution numbers come from?
- From public AI deployments in the Blits.ai AI Use Case Library. Every value is quoted from a named source, each organization counts once, and "up to" claims are listed but left out of the median.