Deflection rate
What is deflection rate?
Deflection rate is the share of support contacts fully resolved by automation without a human agent. It is the primary efficiency metric for customer service AI and should always be read alongside CSAT.
A deflection rate that rises while satisfaction falls means conversations are being abandoned, not resolved. Measure both, and treat escalation as a success when the bot correctly recognises its limits.
Last reviewed by the gAIcko editorial team.