What is a good deflection rate?
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?