Ticket Deflection

Ticket deflection is resolving a 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.