Deflect only when the answer is ready
Decide whether an AI self-service answer is strong enough to deflect contact without hurting trust.
The move: treat deflection as resolution quality, not traffic control. Deflection should be treated as resolved work, not reduced traffic works when the agent checks for the support function the customer actually needs, not just for tone. A strong self-service answer passes three checks: exact intent match, executable steps, and customer authority to complete the task alone without hidden team intervention. What strong teams do Strong support teams only deflect when the user can actually finish the job. They design self-service around resolution, not article impressions or temporary containment. Common trap Volume-based deflection metrics can reward adjacent answers that feel…
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