The top 25% of shops automate an average of 61.2% of their support tickets.
How much automation is achievable in e-commerce customer service. The monthly trend from December 2025 to June 2026 and the range between median and top quartile, from the data of 140 shops.
Key Findings
- 01The best quarter of shops automates 61.2% of its support tickets on average. This group covers 35 of 140 shops, with an entry threshold of 37.5%.
- 02The typical shop sits well below that. Calculated per shop, the median is 16.3% and the average is 25.2%.
- 03Across all 2.62 million tickets from December 2025 to June 2026, 33.2% run automated, through AI or workflows. That matches the AI Customer Service Benchmark: one in three tickets.
- 04Monthly figures range from 24.8% in April 2026 to 38.5% in February 2026. In April, shops resolve 509,379 tickets, 1.9 times as many as in February.
- 05AI is involved in 23.9% of all tickets and fully resolves 4.7% on its own. When AI touches a ticket, it resolves it completely in around one in five cases.
The best quarter automates 61.2%, the median sits at 16.3%.
Calculated per shop, every shop counts equally, regardless of how many tickets it has. On this basis the median is 16.3%: half of the 140 shops automate less, the other half more. The average is 25.2%. From 37.5% upwards, a shop belongs to the best quarter. These 35 shops reach 61.2% on average, and the top 10% sit at 63.8% and above. That puts almost a factor of four between the typical shop and the best quarter.
Total automation per shop
n = 140 shops · June 2025 – June 2026Share of automated tickets in all resolved tickets, calculated for each shop individually. Every shop counts equally. Top 25%: 35 shops from 37.5%.
One in three tickets runs automated, with a dip in spring.
From December 2025 to June 2026, shops resolved 2.62 million tickets, 33.2% of them automated. From December to February, the rate holds steady between 36.8% and 38.5%. In March and April it falls to 30.0% and 24.8%. Ticket volume rises sharply in these months. In April, shops resolve 509,379 tickets, 1.9 times as many as in February. At the same time, the number of shops with tickets grows from 98 to 113. In May and June the rate is back at 35.6% and 34.0%. The number of automated tickets grows throughout the period, from 117,610 in December to 154,656 in June.
Total automation per month
80 to 121 shops per month · Dec 2025 – Jun 2026Automated tickets divided by all resolved tickets in the month, across all shops. Months before December 2025 are left out because metrics coverage there is below 90%.
AI is involved in one in four tickets.
From December 2025 to June 2026, AI is involved in 23.9% of all resolved tickets. It fully resolves 4.7% on its own, with no human and no workflow. When AI touches a ticket, it therefore resolves it completely in 19.7% of cases, around one in five. The AI Customer Service Benchmark arrives at 20.3% over the full year. A further 9.2% of tickets are automated by no-code workflows without AI involvement.
Automation by type
All resolved tickets · Dec 2025 – Jun 2026Share of all resolved tickets. Fully resolved by AI is a subset of AI-touched. Workflow without AI is total automation minus AI-touched. Values rounded.
“The top 25% of shops automate an average of 61.2% of their support tickets.”
35 of 140 shops · total automation per shop · June 2025 – June 2026Methodology & definitions
All data comes from armincx by Chatarmin, the AI customer service product on the Chatarmin platform. Every metric is calculated from tickets resolved in the shops' day-to-day operations.
Total automation
Share of resolved tickets in which a workflow or any form of AI was involved.
AI-touched
Share of resolved tickets in which AI was involved.
Fully resolved by AI
AI resolves the ticket on its own, with no human and no workflow.
Workflow without AI
Total automation minus AI-touched. A no-code workflow automates these tickets without AI involvement.
Across all tickets
Automated tickets divided by all resolved tickets. Shops with many tickets count with their full volume.
Per shop
The rate is calculated for each shop individually, and every shop then counts equally. Median and average refer to these values.
Top quartile
The 25% of shops with the highest total automation per shop. In this study that is 35 of 140 shops from 37.5%.
Metrics coverage
Share of resolved tickets with complete automation data. Tickets without this data count as not automated.
Cohort & window. The basis is 140 shops that had been live for at least 60 days and had at least 50 resolved tickets in the period. Test accounts are excluded. The period runs from June 2025 to June 2026, with data as of 1 July 2026. The per-shop figures cover the full period. We show the monthly trend from December 2025, the first month with metrics coverage above 90%. December 2025 to June 2026 covers 2.62 million resolved tickets at 95.0% coverage, rising to over 99% in May and June 2026. The number of shops with tickets grows from 80 to 121 over this period. The AI Customer Service Benchmark is based on a separate data cut of 131 shops and 2.9 million tickets.
Limitations
- The sample consists of Chatarmin customers and is not representative of e-commerce as a whole.
- Tickets without automation data count as not automated. The per-shop figures also include months before December 2025 with lower coverage and are therefore more likely to be too low.
- The group of shops grows over the period. Monthly figures therefore do not come from exactly the same shops, and we cannot attribute the dip in March and April to individual shops.
- Automation rates depend heavily on setup, industry and ticket mix. Individual values vary widely.
- What counts as a ticket can differ between helpdesk systems.
Questions about this report
What editors, journalists and operators ask us most often.
Yes, with attribution. Citation: "Chatarmin Customer Service Automation Benchmark 2026, chatarmin.com/en/studies/customer-service-automation-benchmark". Please link to this page.
Calculated per shop, the median is 16.3% and the average is 25.2%. From 37.5%, a shop belongs to the best quarter, which automates 61.2% of its tickets on average.
Across all tickets from December 2025 to June 2026, 33.2% run automated, through AI or workflows. AI is involved in 23.9% of tickets and fully resolves 4.7% on its own.
Ticket volume rises sharply in these months, reaching 1.9 times the February level in April. At the same time, the number of shops with tickets grows from 98 to 113. From May, the rate is back at 35.6%.
From armincx, the AI customer service product on the Chatarmin platform: 140 shops, June 2025 to June 2026, fully aggregated and anonymised. Details are in the methodology.
Cite this study
Chatarmin (2026). Customer Service Automation Benchmark: Monthly trend and top quartile from 140 shops. Retrieved from https://chatarmin.com/en/studies/customer-service-automation-benchmark