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What is a good deflection rate?

edited Dec 5, 2023 11:58PM in Reporting & Analytics for B2C Service 1 comment

Summary:

I'm trying to get an idea of good deflection rates for SmartAssistant, Answer Effectiveness, and Self-Service rate.

Content:

Our Answer Effectiveness seems to have plateaued for the past year at ~96% and Self-Service at ~88%. I have a feeling this may be hitting a limit because of human behavior - that is 12% of clients will just not attempt to self-serve given the option to create an incident or call a hotline, no matter what. Though I do not have proof of this and I'm wondering if others have similar issues. Have we hit a ceiling or are there tips and tricks we can implement to improve these stats?

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