Deflection rate

Deflection rate measures the percentage of customer inquiries resolved through self-service options or automated systems, reducing the need for human intervention.

What is deflection rate?

Deflection rate is a metric used to evaluate the effectiveness of self-service and automated support channels. It represents the percentage of customer inquiries that are successfully resolved without the need for human intervention, typically through resources like FAQs, knowledge bases, chatbots, or automated responses.

Why a high deflection rate is beneficial

A high deflection rate means customers can independently find solutions to their questions, resulting in faster resolutions and greater satisfaction. It lightens the load on support teams, allowing them to dedicate more time to complex issues, enhancing their productivity. Additionally, it can lead to cost savings for the business by reducing the need for extensive resources to handle routine inquiries.

How to improve deflection rate

Enhance self-service options: Ensure that FAQs, knowledge bases, and other self-service tools are comprehensive, up-to-date, and easy to navigate.
Implement effective automation: Use chatbots and other automated systems to handle common queries, providing quick and accurate responses.
Monitor and optimize: Regularly review deflection rates and gather feedback to identify areas for improvement, making necessary adjustments to self-service and automation strategies.

Neople's monthly newsletter on AI and the teams that use it

Thank you! Your submission has been received!

Oops! Something went wrong while submitting the form.

Share this post

https://www.neople.io/glossary/deflection-rate

AI agent

An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.

AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

Upgrade your support by hiring a Neople

Increase customer satisfaction and make your support team’s jobs more fun. Meet Bob, Emily, or Max and find out how they can help you scale support.

Book a free demo

Cookie consent