What is Deflection?
Diverting contacts away from live agents.
Deflection is moving a contact from an expensive channel to a cheaper one, typically from a live agent to self-service. It is measured as the count of contacts that did not reach a person, which is why it is often confused with containment.
This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.
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