Deflection rate measures the percentage of customer questions resolved through self-service or a chatbot, without human agent involvement.
Deflection rate measures what percentage of potential support inquiries get "deflected" to self-service channels — a knowledge base, FAQ, or chatbot — before reaching an agent. A high deflection rate means less workload on your team.
This metric is often viewed alongside CSAT: a high deflection rate is only valuable if customers are actually satisfied with the self-service answer, not if they end up frustrated and escalate anyway.
By combining an extensive knowledge base with an AI chatbot that automatically handles common questions, Bugalou raises deflection rate without sacrificing customer satisfaction.
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