Deflection Rate

What is deflection rate?

Deflection rate within IT Service Management (ITSM) refers to the percentage of support requests resolved through self-service channels like knowledge bases, chatbots, and automated workflows, without needing human intervention. 

For instance, if a company receives 1,000 requests monthly and 400 are handled via self-service, the deflection rate is 40%. This metric is crucial for understanding how effective an organization's self-service tools are in addressing user inquiries efficiently.

Key takeaways

• Definition: Measures the percentage of support requests resolved by self-service tools.
• Components: Involves chatbots, knowledge bases, and automated workflows.
• Usage: Crucial for monitoring the effectiveness of self-service strategies.
• Goal: Ideally, a higher deflection rate indicates reduced workload on human agents.

Why deflection rate matters

Deflection rate is vital for businesses aiming to optimize internal operations and enhance service delivery. By increasing deflection rates, organizations can reap several benefits:

• Cost Reduction: Reduced reliance on human agents minimizes operational costs.
• Operational Efficiency: Frees up support agents to handle more complex issues.
• Improved User Experience: Users receive faster, 24/7 support for routine inquiries.
• Scalability: Organizations can handle a higher volume of requests without increasing staff.

Effective deflection can lead to significant operational improvements, allowing teams to focus on strategic tasks rather than routine inquiries.

Deflection rate in action

Consider a tech company using an AI-powered chatbot to handle IT support requests. When employees encounter issues like password resets or access requests, the chatbot offers instant solutions by guiding them through the process or referring them to relevant knowledge base articles.

• Scenario: A user requests a password reset.
• Resolution: The chatbot provides a step-by-step guide, deflecting the need for human intervention.
• Outcome: Faster resolution for the user, reduced workload for IT staff, and improved deflection rate.

This example illustrates how strategic use of self-service tools can enhance efficiency.

How Siit supports deflection rate

Siit enhances deflection rates by integrating sophisticated self-service solutions across departments. Here’s how:

• AI-Powered Workflows: Automate repetitive workflows, allowing employees to resolve common issues themselves without needing to reach out to IT staff.
• Self-Service Portal: Creates a centralized hub where employees can access resources and resolve queries independently, increasing deflection rates.
• Slack and Teams Bots: Employees can submit requests and receive guidance directly within either Slack, Teams, or their preferred communication platforms.
• AI Triage: Automatically routes requests to the right resources, reducing time spent on handling straightforward inquiries.

By providing these features, Siit empowers organizations to improve efficiency, reduce manual workload, and enhance user satisfaction.

Curious how Siit can simplify your support operations and boost deflection rates? Explore Siit's capabilities to transform your workflow.