{
  "apiVersion": "v1",
  "passage": {
    "id": "zendesk-had-initial-goal-about-30-35-percent-2026",
    "text": "We had an initial goal of about 30 to 35 percent automated resolutions when we first launched. We went up to 60 percent within the first two weeks—and then we had peaks of 85 percent.",
    "speaker": "Luca Giaccardi",
    "role": "Senior Operations Excellence, E-Commerce",
    "organization": "Qantas Loyalty",
    "aiVendor": false,
    "work": {
      "title": "Zendesk customer story (the vendor writing about its own customer)",
      "type": "post",
      "date": "2026-06-25",
      "publisher": "Zendesk customer story (the vendor writing about its own customer)",
      "url": "https://www.zendesk.com/customer/qantas-loyalty/"
    },
    "grade": "B",
    "verification": {
      "status": "verified",
      "reviewedOn": "2026-10-31"
    },
    "topics": [
      "ai-support-resolution"
    ],
    "functions": [
      "support"
    ],
    "figures": [
      {
        "metric": "support-ai-resolution-share",
        "value": 0.6,
        "unit": "share",
        "period": "within two weeks of launch",
        "definition": "Automated resolution (Zendesk's term).",
        "level": "unclear"
      }
    ],
    "context": null,
    "url": "https://the-ai-record.com/passages/zendesk-had-initial-goal-about-30-35-percent-2026"
  },
  "notice": [
    "Every passage is reproduced word for word from the cited source.",
    "Check the verification status: \"reported\" means not yet confirmed by an independent second reader.",
    "Organizations flagged aiVendor sell AI tooling and have a reason to publish flattering numbers.",
    "An empty result means the archive holds nothing on it, not that nobody has said anything."
  ]
}