Glossary
Resolving customer questions through self-service so they never become support tickets.
Ticket deflection is the practice of answering customer questions automatically — via chatbot, FAQ, or self-service flow — so they don't need to create a support ticket or wait for an agent. The query is resolved before it reaches the queue.
High deflection rates free agents to focus on complex, high-value issues while routine questions are handled instantly. This scales support without proportionally scaling headcount.
The best deflection feels like great service, not a wall: it actually answers the question rather than just blocking access to humans.
Deflecting routine questions cuts support costs and wait times while freeing agents for harder cases.
Defuser AI deflects common questions with its chatbot and auto replies — see the WhatsApp chatbot.
Resolving customer questions through self-service so they never become support tickets.
Deflecting routine questions cuts support costs and wait times while freeing agents for harder cases.
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