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Glossary · Deflection Rate

Deflection Rate

Deflection rate is the percentage of incoming customer contacts handled by automation without reaching a human agent.

Deflection is not the same as resolution: a contact can be deflected from a human yet still leave the customer’s issue unsolved.

Buyers should pair deflection rate with resolution rate and CSAT to judge whether automation is genuinely helping.

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Related terms
Resolution Rate
Resolution rate is the percentage of customer issues an AI agent fully resolves without human escalation.…
Containment Rate
Containment rate is the share of conversations an automated agent handles entirely on its own, without transferring to a…
Cost per Resolution
Cost per resolution is the price to fully resolve one customer issue with an AI agent, the standard unit for pricing AI …
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