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And How to measure it in the Age of AI For years, "One-Touch Resolution" has been a key metric for support managers, and for good reason. The idea is simple: a customer has a problem, they contact you, and a single agent reply solves it. Done. Fast and Efficient. It's long been considered a sign of support efficiency and of a well-trained team with the right resources. But in the new AI era, the role of this metric is changing. In fact, if you are implementing AI and automati