Deflection Rate
"The percentage of customer inquiries resolved by an AI agent without needing human intervention."
What is Deflection Rate?
The percentage of customer inquiries resolved by an AI agent without needing human intervention. Botcadence teams apply this in production with Chat Agents.
Deep Dive
Deflection rate is a key ROI metric. A high deflection rate means your support team is spending less time on repetitive FAQs and more time on high-value tasks that actually require human expertise. Support leaders use Deflection Rate to contain repetitive contacts, keep humans for edge cases, and audit answers against the approved knowledge base. See Chat Agents. Pair deflection with reopen rate so chat containment reflects resolved issues, not abandoned threads.
Related Technology
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Common Questions