Which metric measures the percentage of tickets avoided due to AI or self-service?

The ticket deflection rate measures the percentage of support requests avoided through AI or self-service. It is calculated as the number of requests resolved without a human agent divided by the total number of requests, times 100. Pair it with AI resolution rate and reopen rate so you count solved problems, not customers who gave up.

Formula

Deflection rate = (requests resolved by AI or self-service ÷ total support requests) × 100

Related metrics

MetricWhat it adds
Self-service scoreHelp center views ÷ tickets created
AI resolution rateShare of AI conversations that solved the issue
Containment rateShare of bot conversations not handed off (can include abandons)
Reopen rateCatches false resolutions
CSAT on AIQuality check

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