We are pleased to announce a breakthrough in AI performance metrics. Recent operational data reveals that AI agent within the Text ecosystem have achieved an average 74% Resolution Rate. This figure not only exceeds the standard human First Contact Resolution (FCR) benchmarks (typically 70–75%) but also significantly outperforms the 60% resolution rates recently touted by other major Silicon Valley AI players.
Redefining the industry standard
While others celebrate a 60% resolution ceiling, Text has achieved an average of 74% across all licenses in 7 days. Most notably, this average includes accounts that have not yet fully trained their AI agents on proprietary data. For customers who have completed the training phase, the results are even more disruptive, with resolution rates climbing into the 80–90% range.
Radical transparency: Data you can trust
In an era of "AI washing," Text distinguishes itself through rigorous data integrity. Unlike competitors who may inflate numbers by including every ping, Text’s rate is calculated by filtering out meaningless interactions to ensure the metric reflects actual problem-solving.
To maintain the highest credibility, the following scenarios are strictly excluded from the resolution rankings:
- Empty greetings (e.g., "Hello") without follow-up intent.
- Offensive language or spam with no support request.
- Random characters or "gibberish" messages.
- Predefined system triggers (e.g., "Let's chat") or contextless API pings.
- Messages where the user only provides an email address without a query.
By removing this "noise," the 74% resolution rate represents a 3.05% increase in accuracy over unfiltered data, proving that Text’s AI is actually solving business problems, not just closing chat windows.
It’s not bragging when it’s true: while the industry is buzzing about hitting 60%, our ecosystem is already operating at 74% as a baseline. We’ve built an engine that closes the loop for the customer.
Darek Zabrzeński, Head of Text Intelligence
This result is spectacular, but it only scratches the surface of what Text can do. We are stepping into the ring to fight for revenue growth. Text is a profit engine—that’s how we see customer service.
Real-world impact: The customer voice
The platform’s success is best reflected in the brands that use it to scale their operations.
Integrating the Text AI agent has had a significant impact on our support operations. We’re now resolving over 80% of customer queries without human intervention, while maintaining strong customer satisfaction. This has allowed our team to shift away from repetitive requests and focus on more complex, high‑value customer needs. Since October last year, the AI agent has handled more than 11,000 chats - double the volume resolved by our human agents in the previous period.
says Alexandra Ramm, Digital Community Coordinator - Stratco Australia.
Impact on the bottom line and the end-user
The 74% resolution rate creates a "win-win" scenario for the modern enterprise:
- For the brand: Massive operational savings and the ability to scale support volume infinitely without increasing headcount. It eliminates "support burnout" by removing repetitive tasks from human agents.
- For the end consumer: Instant, 24/7 resolution. In the US market, where "speed to lead" and instant gratification are paramount, resolving 3 out of 4 issues in seconds significantly boosts brand loyalty and Customer Lifetime Value (CLV).
About Text: Text is a customer service profit engine that consolidates sales, support, and customer growth into a single, user-centric application. By replacing fragmented tools with a cohesive architecture, Text empowers departments to scale through seamless, data-driven interactions.
