--- title: "AI agents resolve 70% of ecommerce support tickets, median 48% in new benchmark" slug: "ai-agents-resolve-70-of-ecommerce-support-tickets-median-48-in-new-ben" date: "2026-10-09" category: "MarTech" author: "Chloe Duval" correspondent: "Chloe Duval" correspondentRole: "GTM & Outbound Investigative Reporter" readingTimeMinutes: 3 tags: ["MarTech","News"] originalSourceUrl: "https://www.saastr.com/how-much-of-your-customer-support-can-ai-really-resolve-the-best-get-about-70-the-median-is-48-heres-the-real-data-from-13-vendors/" canonicalUrl: "https://aurav.ae/ai-agents-resolve-70-of-ecommerce-support-tickets-median-48-in-new-ben" publisher: "Aura-V Intelligence (aurav.ae)" --- # AI agents resolve 70% of ecommerce support tickets, median 48% in new benchmark > A benchmark of 13 AI agents across 212 live ecommerce stores shows top tools resolve about 70% of conversations, while the median resolves 48%. ## Key Takeaways (TL;DR) - Top five AI agents automate 64%-75% of tickets, but most helpdesk-bundled agents stay below 42%. - Quality scores vary; high automation can hide poor answers, as seen with Rep AI (75% automation, 55 quality). - Nine of ten vendors saw automation drop in the last four weeks, highlighting volatility in AI performance. A public benchmark released by $100 M ARR AI CX leader **Gorgias** tested 13 vendors on 212 live, mid-market ecommerce stores, using real inventory and blind scoring of responses. The study, reported by **SaaStr**, found the best AI agents fully resolve about 70% of conversations, while the median vendor resolves 48% [link](https://www.saastr.com/how-much-of-your-customer-support-can-ai-really-resolve-the-best-get-about-70-the-median-is-48-heres-the-real-data-from-13-vendors/). **Top five performers** – Rep AI (75%), Decagon (73%), Yuma (71%), Ada (68%) and Gorgias (64%) – average roughly 70% automation. All vendors and their automation rates (conversation counts in parentheses): - Rep AI: 75% (120) - Decagon: 73% (34) - Yuma: 71% (118) - Ada: 68% (420) - Gorgias: 64% (388) - DigitalGenius: 50% (561) - Sierra: 48% (408) - Siena: 46% (300) - Kodif: 44% (188) - Intercom: 42% (307) - Zendesk: 37% (467) - Envive: 22% (499) - Klaviyo: 21% (309) The top five average 70%, the median is 48%, and the field resolves 46% when weighted by conversation volume. According to the benchmark’s author, Zendesk (37%), Intercom (42%) and Klaviyo (21%) each resolve no more than 42% in this benchmark, which the report describes as one of the weakest options available. **Automation vs. quality** – Yuma (71% automation, 72 quality), Decagon (73% automation, 70 quality) and Gorgias (64% automation, 66 quality) score strongly on both dimensions. Rep AI (75% automation, 55 quality) and Ada (68% automation, 39 quality) achieve high automation but low quality. Sierra (48% automation, 72 quality) and Intercom (42% automation, 66 quality) show the opposite pattern. **Trend over the last four weeks** – Ten vendors have enough history to show a four-week trend. On automation, nine declined: Siena -23, Kodif -13, Klaviyo -11, Sierra -11, DigitalGenius -10, Ada -9, Gorgias -6, Intercom -6, Zendesk -4. Envive improved by +8. Quality moved similarly, with nine of ten down; only Siena rose +2. **Definition of “resolved”** – The benchmark counts a conversation as automated only when the AI handled it with zero human touch, no handover, and no deflection out of the channel. In-product analytics often use looser rules; for example, Gorgias’s own reporting marks a ticket resolved after 72 hours without human involvement, which can inflate its resolution rate. **Topic-level quality** – Across the field, returns policy scores 77.4, shipping policy 74.4, modify/cancel 63.5, order tracking 60.1, damaged item 59.7, shopper unsure 49.3. Order tracking, a common post-sale ticket type, sits near the bottom. **Common failure modes** – The most frequent failures were authentication walls, repeated requests for an order number, clarification loops, and handoffs to a human. Judges rarely observed agents fabricating facts but often saw agents that would not engage. **Speed** – Mean time to a complete reply ranges from 5.4 seconds (Envive) to 16.5 seconds (Yuma). The benchmark weights support 50% automation, 40% quality and 10% speed, reflecting lower tolerance for latency in pre-sale contexts. **Planning guidance** – The report suggests building a business case on 65%-70% automation for a top-five vendor and 20%-42% for bundled help-desk options. Shortlist vendors that meet both automation and quality thresholds, weight results by your own ticket mix, run a cold test on reference stores, and re-test monthly. Our read: The benchmark confirms that only a handful of AI agents consistently deliver high-quality, fully automated support. Brands should prioritize vendors that clear both automation and quality bars, verify performance against their own ticket composition, and expect volatility as models and store configurations evolve. --- *Original Think-Tank Source: [How Much of Your Customer Support Can AI Really Resolve? The Best Get About 70%. The Median Is 48%. Here’s the Real Data From 13 Vendors](https://www.saastr.com/how-much-of-your-customer-support-can-ai-really-resolve-the-best-get-about-70-the-median-is-48-heres-the-real-data-from-13-vendors/)*