AI-FOR-CUSTOMER-SUPPORT5 MIN READ
Sort Deflection Paths
Design a deflection response with relevance, confidence, and an explicit exit ramp. through a sort activity.
Sort each signal using Deflection judgment. Good deflection Bad deflection Human handoff Exact article for changing invoice email, with "contact Billing" fallback Five keyword-matched articles for an angry enterprise customer Low-confidence bot answer after two failed customer attempts Order tracking status pulled from the customer account Bot asks the customer to rephrase for the fourth time Payment dispute involving an exception request
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