How are people actually measuring AI support deflection?
Been wondering about this as more SaaS companies are adding AI to support. Vendors always talk about deflection rate / resolution rate, but I don’t fully know what that means in practice.
Like if a ticket is “deflected”, it could mean: customer got the right answer, customer just gave up, customer came back later through another channel, bot gave a wrong answer confidently, bot should have escalated but didn’t.
For teams using AI in support or CS, how are you checking this? Do you sample AI handled conversations manually? Compare against QA reviews? Look at reopen rate / CSAT / escalation rate? Or are most teams just trusting whatever the vendor dashboard says?
u/ankursarda — 10 days ago