Autonomous resolution capability should be evaluated on resolution rate for the specific interaction types the organization wants to automate - not on general benchmark performance. Require vendors to demonstrate resolution accuracy on your actual data, not just curated demos. Look for platforms with configurable scope boundaries that define precisely which issue types and transaction values the AI handles autonomously versus escalates. Exception handling quality - what happens when the AI encounters an unexpected customer response or system error - reveals the maturity of the platform more than success-path demos. Evaluate customer experience during AI-only interactions: does the AI communicate clearly, handle clarification requests gracefully, and deliver confirmations that build customer confidence? Audit trail and compliance logging for all AI-executed transactions are non-negotiable in regulated industries.
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