Support & Operations

Ticket Deflection

Using AI to resolve support queries without creating a human support ticket.

Ticket deflection measures how many support queries an AI agent resolves without requiring a human agent to open a ticket. High deflection rates reduce support team workload and response times while lowering operational costs. A well-trained AI chat agent can deflect 40–70% of common support queries by drawing from a knowledge base of FAQs and documentation. The remaining complex or sensitive queries are escalated via live human handoff.

Related Terms

Live Human Handoff

Seamlessly transferring a conversation from an AI agent to a human agent.

Knowledge Base

A curated set of documents and FAQs that an AI agent uses to answer questions.

AI Chat Agent

An autonomous AI system that converses with website visitors in real time.

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