---
Title: "What Is Deflection Rate? Formula and Example"
Url: "https://computer.io/glossary/deflection-rate"
Topic: "Metrics"
Description: "Deflection rate is the share of support requests resolved by self-service or AI without an agent. The formula, an example and how to measure it accurately."
---

# 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.

## FAQ

### What is the difference between deflection and containment?

Containment counts conversations that never reached a human; deflection usually implies they were resolved.

### What is a good deflection rate?

It depends on the product and channel mix.

### How do you increase deflection rate?

Improve knowledge, add AI agents that can take actions, and fix top contact drivers.

## Related terms

- [Ticket deflection](https://computer.io/glossary/ticket-deflection)
- [AI resolution rate](https://computer.io/glossary/ai-resolution-rate)
- [Which metric measures the percentage of tickets avoided due to AI or self-service?](https://computer.io/answers/which-metric-measures-tickets-deflected-by-ai)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Ticket deflection](https://devrev.ai/blog/ticket-deflection)