31% of AI "resolutions" are wrong
Your AI is answering customers.
We tell you if it's right.
Audit AI support for accuracy, policy compliance, and true resolution. Deploy with confidence, not hope.
What Teams Measure
Containment94%
CSAT4.2
Handle Time-40%
Looks great
THE BLINDSPOT
What's Actually Happening
31%
of "resolved" cases contain material errors
❌ Wrong answers
❌ Policy violations
❌ Missed requirements
❌ False resolutions
What We Measure
0.74
Resolution F1 Score
✓ Accuracy
✓ Policy compliance
✓ True resolution
✓ Escalation quality
The only metric that matters
The metrics you track don't measure correctness
94%
Containment
Hides wrong answers behind "no agent"
4.2
CSAT
Noisy, delayed, biased
-40%
Handle Time
Says nothing about quality
?
Correctness
Nobody measures this
The actual risk
31%
Wrong answers marked "resolved"
22%
Policy violations
14%
Incorrect escalations
Your AI is breaking rules, giving wrong answers, and creating liability—and your dashboards show green.
Primo Resolution Framework™
One score. True resolution quality.
The AI Resolution Score measures what actually matters: did your AI solve the problem correctly?
0.74
AI Resolution F1 Score
0.81
Precision
Of AI "resolved" cases, how many were actually correct?
0.68
Recall
Of cases AI should resolve, how many did it?
Evaluated across 5 dimensions
✓
Accuracy
📋
Policy Compliance
🎯
Resolution Depth
↗️
Escalation Correctness
🔄
Reinforcement Quality
What an audit reveals
Sample AuditAnonymized
0.68
Resolution F1 Score
Below benchmark (0.75+)
412
False resolutions
of 1,327 cases
289
Policy violations
critical failures
186
Wrong escalations
inefficiency
High-Risk Workflows Identified
Refunds • KYC verification • Account closures
How PrimoQA works
Send us conversations. Get a resolution quality audit.
1
You Send
Customer: "I want a refund..."
AI: "I've processed your..."
Customer: "Thank you..."
1,000+ conversations
2
We Audit
✓ AccuracyChecking...
✓ Policy complianceChecking...
✓ Resolution depthChecking...
✓ EscalationsChecking...
Primo Resolution Framework™
3
You Get Report
0.68
Resolution Score
False resolutions412
Policy violations289
Bad escalations186
⚠️ High-risk workflows identified
Real AI errors from real audits
Anonymized. Patterns very real.
Fintech Company • Refund Workflow
POLICY VIOLATION
CUSTOMER
"I want a refund for my subscription. I've been charged for 3 months."
AI RESPONSE
"I've processed a full refund of $147."
✓ Marked resolved
REALITY
❌ No 2FA verification
❌ No manager approval
❌ Outside 30-day window
Impact
$147 unauthorized refund. Policy breach. Pattern repeated 23 times in this audit.
36%
Fintech • Refunds
Misapplied eligibility & missing KYC
22%
SaaS • Policy
Contradicted internal policies
14%
E-comm • Escalations
Skipped troubleshooting steps
Find out if your AI is wrong
Get your AI Resolution Score. See where your AI breaks rules, gives wrong answers, and creates risk.
or email contact@primoqa.com