AI Auto-Resolution — Setup and ROI Guide

What is AI Auto-Resolution?

AI Auto-Resolution means your bot handles a customer conversation from start to finish — answering the question, performing actions (order lookup, ticket creation, etc.), and closing the conversation — without a human agent ever joining. Velaro tracks this automatically so you can measure how much time and money your AI is saving.

How Velaro detects resolution

Velaro classifies every conversation into one of four outcomes:

| Outcome | What happened | Counts as billable resolution? |

|---|---|---|

| AI Resolved | Bot handled the entire conversation. No human agent joined. Conversation was closed by the bot or the visitor confirmed their issue was resolved. | Yes |

| AI Assisted | Bot handled the initial messages (triage, data collection, lookups), then a human agent took over and resolved. | Partial — the bot saved agent time |

| Human Resolved | A human agent handled the conversation from start to finish. | No AI resolution credit |

| Abandoned | The visitor left without the issue being resolved. | No |

You don't need to configure anything — Velaro tracks IsAIResolved and IsDeflected on every conversation automatically based on whether a human agent was assigned.

Quick setup — AI auto-responder in 60 seconds

The fastest way to get AI resolution working:

1. Go to Workflows and click New Workflow.

2. Click Use Starter Template and pick AI Support Auto-Responder (or your integration-specific template like "Shopify Support Bot").

3. The template includes: a trigger on new conversations, an AI bot node with a support-oriented prompt, automatic escalation if the bot can't resolve, and a close-conversation node for successful resolution.

4. Customize the system prompt with your company name, product info, and policies.

5. Activate the workflow.

That's it. Incoming conversations on the channels you've configured will now be handled by AI first.

Manual setup — build your own resolution workflow

If you prefer to build from scratch:

1. Create a Bot — go to Bots, create a bot with a detailed system prompt covering your most common questions.

2. Create a Workflow — add these nodes in order:

- Trigger: Conversation Opened

- AI/Bot Node: Select your bot. Enable knowledge base if you have one.

- Condition Node: Check if the bot resolved the issue (e.g., visitor said "thanks" or bot called close_conversation).

- Route to Team Node: Fallback — if the bot couldn't resolve, route to a human team.

- Close Conversation Node: After successful resolution.

3. Create a Rule — route incoming conversations to this workflow.

4. Test — send a test chat and verify the bot handles it end-to-end.

Connecting your knowledge base

AI resolution rates improve dramatically when the bot has access to your documentation:

1. Go to Knowledge Base and add your help articles, FAQs, and policies.

2. In the bot settings, enable Knowledge Base under Sources.

3. Add Knowledge Overrides for your most important policies (return policy, pricing, hours) — these are injected verbatim so the bot always gets them right.

Most customers see a 20–40% improvement in resolution rate after connecting a knowledge base.

Connecting CRM and commerce tools

AI can do more than answer questions — it can take action:

• Look up an order in Shopify, BigCommerce, WooCommerce, or Magento
• Check account details in HubSpot, Dynamics 365, NetSuite, or Salesforce
• Create a support ticket in your CRM
• Process a return or refund
• Book an appointment via Outlook Calendar, Calendly, or Square

Each action the bot takes during a conversation is one fewer thing a human agent has to do. Go to Integrations to connect your systems.

Escalation — what happens when AI can't resolve

The bot automatically escalates when:

• The visitor explicitly asks for a human ("let me talk to someone")
• The bot recognizes it can't answer confidently
• The conversation exceeds the maximum turn limit you've set

When escalating, the bot passes a summary note to the agent with the full context of what was discussed, so the agent doesn't have to ask the visitor to repeat themselves.

Measuring AI resolution — the Value Report

Go to Reports → Value Report to see:

• Bot Deflections — conversations fully resolved by AI with no human involvement
• Deflection Rate — percentage of all conversations handled entirely by AI
• AI Assisted — conversations where AI handled the initial triage before handing to a human
• Hours Saved — estimated agent hours saved (deflections × your average handle time)
• Cost Savings — estimated dollar savings (hours saved × your agent cost per hour)
• Monthly Trend — track how your resolution rate improves over time as you refine the bot

You can adjust the agent cost per hour and average handle time inputs to match your business for accurate ROI calculation.

Improving your resolution rate

If your deflection rate is lower than expected:

1. Check the handoff reasons — the Bot Performance report shows the most common reasons visitors escalate. These are gaps in the bot's knowledge.

2. Add knowledge base articles for the most common handoff topics.

3. Add Knowledge Overrides for policies the bot gets wrong or hedges on.

4. Refine the system prompt — be more specific about what the bot should and shouldn't try to handle.

5. Enable Conversation Training (Enterprise) — the bot automatically learns from resolved conversations where agents gave good answers.

Usage and billing

AI resolutions are metered by plan:

| Plan | Included AI resolutions/month | Additional capabilities |

|---|---|---|

| Basic | 200 | Web chat only, knowledge base answers |

| Pro | 2,000 | All channels, CRM reads/writes, commerce tools, ticket creation |

| Enterprise | Unlimited | All tools, conversation training, multi-agent orchestration |

View your current usage on the Billing page under AI Resolutions. You'll see a progress bar showing how many resolutions you've used this month.

If you're approaching your limit, you can upgrade your plan or contact your account manager to add a resolution pack.

Per-resolution pricing (pay-as-you-go)

If you don't need a full plan, Velaro offers per-resolution pricing — you only pay when the AI successfully resolves a conversation without a human agent. This is ideal for:

• Small businesses testing AI before committing to a plan
• Seasonal businesses with variable volume
• Teams that want to start small and scale

Contact your account manager or visit Billing to explore pay-as-you-go options.

Subscription requirements

• AI Auto-Resolution: requires AI/Bot Automation on your plan
• Knowledge Base search: requires Knowledge Base on your plan
• CRM/Commerce tools: requires the relevant integration (HubSpot, Shopify, etc.)
• Conversation Training: requires Enterprise plan
• Multi-agent orchestration: requires AI Orchestration on your plan