Walk the Deflection Gate
Design a deflection response with relevance, confidence, and an explicit exit ramp. through a decision walk activity.
Deflection Ava asks the bot why her invoice doubled. The bot links three billing articles and asks, "Was this helpful?" She has a renewal uplift, not a password problem. Deflection saved one queue slot and created one angry account-risk ticket. The learner has to choose the next support move under realistic queue pressure. Decision path Deflection: signal before action Deflection is a routing decision, not a wall. The customer-service gatekeeper model treats channels as systems that decide when to keep handling a request and when to transfer it to a more skilled provider. Applied to AI support, the bot should…
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