Deflection report
Last Update: Sep 2024 • Est. Read Time: 5 MINKnowledge base deflection lets users self-serve common inquiries, allowing customers to find a quick solution to their questions without waiting to speak to a support agent. This reduces the volume of incoming conversations and lets your agents focus on the requests that need their attention the most.
The Deflection report helps you understand how well your deflection efforts are performing and help identify any improvements that can be made to your articles to improve their effectiveness.
Who can access this feature? | |
User types | Managers can access reports. |
In this article
- What is deflection?
- Deflection report metrics
- Deflection Success Rate chart
- Article Performance table
- Deflection Topic Coverage chart
- Search Queries table
To access the Deflection Report, select Reporting , and then select Deflection.
Notes:
- The AI Response tab is only available if you use a conversational assistant with the AI Response interaction.
- If you do not have a conversational assistant using the AI Response interaction, this report will be titled Article Deflection.
What is deflection?
When it comes to customer service inquiries, deflection refers to minimizing the number of inquiries that reach a human agent by guiding customers towards resources that can help them self-serve, such as your knowledge base. Providing customers with these resources enables them to independently get the answers they need, saving time for them and your agents and enhancing their overall customer experience with your organization.
At Kustomer, you can encourage customers to self-serve by setting up article deflection in your conversational assistant, emails, or forms.
Organizations on Enterprise or Ultimate plans can choose to set up deflection using AI, where the conversational assistant can provide AI-generated answers for customer inquiries using information from your public knowledge base. To learn more, see Use AI to respond to customer inquiries.
Deflection report metrics
The report shows 4 metrics that let you see how successful your deflection efforts have been.
The following metrics are shown:
- Count of Deflections
- Article deflection tab is the total count of conversations that were deflected within the selected time range and did not require resolution by an agent.
- AI response tab is the total count of conversations where an AI response was given, and the conversation was either marked as helpful 👍🏼, the customer abandoned the chat or the chat was marked as ended, or the conversation was not transferred to an agent.
- Customer Hours Saved is the total amount of time your customers saved awaiting a resolution within the selected date range. This value is generated by multiplying your organization's Count of Deflections by your organization's Median First Resolution time.
- Agent Hours Saved is the total amount of time saved by your team members within the selected time range. This value is generated by multiplying your organization's Count of Deflections by your organization's Average Conversation Handle time.
- Deflection Success Rate is the ratio of successful deflections over all conversations where deflection was attempted.
Deflection Success Rate chart
This chart shows a comparison of the Deflection Success Rate metric versus the amount of Deflection Attempts, which is the count of unique conversations where deflection was attempted.
The following metrics are shown:
- No AI Response/Article offered is when the inquiry topic entered by the customer did not match any knowledge base articles or an AI response could not be generated. Whenever a conversation’s Last Deflection Status is equal to no match, it will be counted in this metric.
- Offered is when an article or AI response was offered in a chat, but the customer abandoned the conversation without interacting with the chatbot further; or when deflection was offered in a form. Whenever a conversation's Last Deflection Status is equal to
offered
, it will be counted in this metric. - Unsuccessful is when articles, or an AI response, were offered but the conversation was still transferred to an agent. Whenever a conversation’s Last Deflection Status is equal to
rejected
, it will be counted in this metric. - Successful
- Article Deflection tab is when articles were offered and the inquiry was resolved without handoff to an agent. Whenever a conversation’s Last Deflection Status is equal to accepted, it will be counted in this metric.
- AI response tab is the total count of conversations where an AI response was given and the conversation was either marked as helpful 👍🏼 , the customer abandoned the chat or the chat was marked as ended, or the conversation was not transferred to an agent.
- % Deflected
- Article deflection tab is the ratio of the count of conversations where articles were suggested, and the conversation was marked as resolved / the total amount of conversations where conversation.lastDeflectionAt fell under the range.
- AI response tab is the ratio of the count of conversations where an AI response was given, and the conversation was either marked as helpful 👍🏼 , the customer abandoned the chat or the chat was marked as ended, or the conversation was not transferred to an agent / the total amount of conversations where
conversation.lastDeflectionAt
fell under the range.
Article Performance table
This table shows a list of all of the articles that were suggested in a deflection attempt and provides data to help you understand how each article is performing.
Note: This table is only available when viewing the Article deflection tab.
The following columns are available:
- Article Name is the title of the knowledge base article that was suggested.
- Last Updated is the last time that the suggested knowledge base article was updated.
- Offered Count is the count of unique conversations where this article was suggested based on the customer's inquiry topic.
- Click Count is the count of times that this article was suggested and then clicked on and viewed by the customer.
- Resolution Rate is the count of unique conversations where this article was selected as resolving the customer’s inquiry, over the count of unique conversations where this article was offered.
Note: For article deflection in chat, any suggested articles are counted as resolving if they are viewed at least once and the customer marks their inquiry as resolved.
Deflection Topic Coverage chart
This chart shows the percentage of search queries that returned at least one article, or AI response, in their results.
Search Queries table
This table shows a list of the terms customers used to describe their support requests. This information can provide insight into how your customers think about your product and help you identify any gaps you may have in your current knowledge base, such as a feature that isn't documented.
The following columns are available:
- Search Query is the text input by the customer when prompted for their support topic.
- AI Response is the AI-generated response provided by a conversational assistant. This column is only available on the AI response tab.
- Assumed resolution rate is the count of unique conversations where an AI response was given and the customer did not mark that the response was helpful using 👍🏼, the customer abandoned the chat or the chat is marked as ended, or the conversation was not transferred to an agent, over the count of unique conversations where this response was offered. This column is only available on the AI response tab.
- Confirmed resolution rate is the count of unique conversations where an AI response was given and marked by the customer as helpful using 👍🏼, over the count of unique conversations where the response was offered. This column is only available on the AI response tab.
- Search Count is the count of unique times this exact search query was entered. This column is only available on the Article Deflection tab.
- Articles Offered is the count of articles returned (out of a possible 3) for this query. This column is only available on the Article Deflection tab.
- Resolution Rate
- Article Deflection tab the count of unique conversations where this query was entered and marked by the customer as resolving their inquiry, over the count of unique conversations where this query was entered.
- AI response tab is the count of unique conversations where an AI response was given, and the customer either marked the conversation as helpful 👍🏼 , the customer abandoned the chat or the chat was marked as ended, or the conversation was not transferred to an agent, over the count of unique conversations where this response was offered.
Note: While not common, sensitive information can appear in the Search Queries table. To help minimize this risk, we recommend you follow best practices and prompt users for their name and email within the first couple of interactions.