Call deflection is the practice of resolving customer inquiries through automated channels without a human agent. 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 to resolve each issue through the most efficient channel.
Why does call deflection matter?
Every call that automation resolves saves the cost of a human agent’s time. 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. Customers who call about charges get an explanation of their bill without waiting on hold. They can also set up payment plans and receive confirmation texts on the same call.