Unleash builds AI agents for service that aim to resolve issues rather than deflect them, and the distinction it draws is the right one to judge this category by. Deflection means preventing a ticket from reaching a human, which improves the metric while frequently leaving the customer's problem unsolved and more annoyed than before.
Resolution means the agent completes the task, finding the answer, performing the action, closing the loop. That is a harder engineering problem because it needs access to the systems where work actually happens, not just a knowledge base to quote from.
The platform emphasises quality, speed and scale together, which is the honest framing since improving one at the expense of the others is what gives support automation a poor reputation. There is a free trial. Evaluation should test what proportion of contacts are genuinely resolved, not what proportion never reached a human.
