Call deflection is the practice of resolving customer inquiries through automated channels instead of human agents. Effective deflection addresses the customer’s need completely, distinguishing it from abandonment where customers give up without resolution.
How does call deflection work?
Deflection strategies include AI voice agents that resolve issues directly, self-service portals, chatbots, and proactive communications that address questions before customers call. The goal is resolution through the most efficient channel rather than simply avoiding human contact.
Why does call deflection matter?
Every call handled by automation instead of a human agent represents cost savings. More importantly, automated channels often provide faster resolution than waiting for human agents. When done well, deflection improves customer experience while reducing operational costs.
Call deflection in practice
A utility company implements an AI voice agent for billing inquiries. Instead of waiting on hold to ask about charges, customers get immediate explanations of their bills, can set up payment plans, and receive confirmation texts. True deflection rate reaches 60%, meaning most callers never need human assistance.