---
title: "Comment by Ahmet Özel on \"Building a support chatbot a US business can trust: retrieval, guardrails and human handoff\" | Hashnode"
description: "The resolution-rate metric needs an explicit endpoint. A customer leaving the widget, a bot handing off successfully, and a human eventually closing the ticket"
url: "https://hashnode.com/posts/building-a-support-chatbot-a-us-business-can-trust-retrieval-guardrails-and-human-handoff/6af06676825730011571c9f6/comment/6af1555f922148e5e74980d4"
---

[Discussion](https://hashnode.com/posts/building-a-support-chatbot-a-us-business-can-trust-retrieval-guardrails-and-human-handoff/6af06676825730011571c9f6)

Comment [Building a support chatbot a US business can trust: retrieval, guardrails and human handoff](https://hashnode.com/posts/building-a-support-chatbot-a-us-business-can-trust-retrieval-guardrails-and-human-handoff/6af06676825730011571c9f6)

[Ahmet Özel](https://hashnode.com/@ahmetozel)

[3d ago](https://hashnode.com/posts/building-a-support-chatbot-a-us-business-can-trust-retrieval-guardrails-and-human-handoff/6af06676825730011571c9f6/comment/6af1555f922148e5e74980d4)

The resolution-rate metric needs an explicit endpoint. A customer leaving the widget, a bot handing off successfully, and a human eventually closing the ticket are three different outcomes. Counting all three as resolved would make it hard to tell whether the chatbot actually answered the question.

I would keep abandoned sessions, bot-confirmed resolutions, and completed human handoffs separate, then connect the last category to the help-desk outcome. That makes the weekly content review more informative: unanswered questions can indicate missing content, while an accepted handoff with no eventual resolution points to a different operational problem.