Support
定义
Ticket deflection is the process of preventing support tickets from being filed by providing customers with effective self-service resources — knowledge base articles, chatbots, in-product help, community forums, and AI-powered answers. Deflection reduces support costs and improves customer experience for common questions.
要点
- Deflection rate = Deflected inquiries / (Deflected + Filed tickets)
- Knowledge base is foundational; AI chatbots amplify
- Best deflection targets repeatable, documentable questions
- Don't deflect what should be proactively fixed in the product
示例
A customer starts to file a ticket asking 'how do I reset my password?'. An AI chatbot intervenes with the correct article before submission. Deflected.