Ticket deflection

Ticket deflection is resolving your customer's question before it becomes a support ticket that a human has to handle, typically through self-serve content or an AI agent answering directly.

How ticket deflection is measured

Deflection rate is usually calculated as the percentage of incoming conversations resolved without human involvement. A well-grounded knowledge base is the biggest lever: the more accurately an AI agent can answer from existing content, the higher the deflection rate.

Deflection vs full automation

Deflection doesn't mean every conversation is automated. It means the repetitive, well-understood questions are resolved automatically, while genuinely novel or sensitive conversations still reach a human via escalation.