What is deflection rate?
Deflection rate is the percentage of customer support requests resolved through self-service or AI without a human agent. A common formula is self-service resolutions divided by total support interactions, times 100.
Formula
Deflection rate = (self-service resolutions ÷ total support interactions) × 100
Example: 3,000 issues solved by AI or help center, 2,000 tickets to agents → 3,000 ÷ 5,000 = 60%.
Measuring accurately
| Pitfall | Better approach |
|---|---|
| Counting article views | Confirm the issue was solved |
| Ignoring repeat contacts | Check for follow-up tickets within 7 days |
| Counting abandoned chats | Exclude unresolved sessions |
Related metrics
AI resolution rate, containment rate and self-service score.
