Ticket deflection rate calculator
Deflection rate measures how many requests get resolved on their own, without reaching a person. Enter your conversations for the month and how many went to your team.
Benchmark: under 20% low · 20–40% average · 40–60% good · over 60% excellent
Results are estimates based on the numbers you enter. They vary with your operation.
How deflection rate is calculated
It is the share of conversations closed without a person: resolved by an AI agent, a help center or an automated reply.
Estimated savings multiply those conversations by what it would cost to handle them with a person. It is gross savings: it does not subtract what you pay for the tool.
Careful: a conversation that drops without an answer is not deflection. Track the rate together with satisfaction (CSAT) to make sure people actually got what they needed.
Deflection rate = (conversations − reached a person) ÷ conversations × 100
Frequently asked questions
What is a good deflection rate?
As a benchmark, 40% to 60% is good and above 60% is excellent. It depends a lot on the kind of requests you get.
How do I measure it in ChatNorris?
In Analytics › AI performance, the "Deflection rate" shows the share of conversations the agent resolved without handing off to your team, by period and by agent.
How do I raise it without hurting service?
Train the agent on more content, review the questions that went unanswered and always leave a clear way to reach a person.
Let an AI agent answer for you
ChatNorris answers on your website, WhatsApp, Instagram and more channels, trained on your content. When it needs to, it hands off to your team with a summary.