What is Deflection Rate?

By the CXDecoded Editorial Team·Independent CX & contact-centre AI analysts·Updated July 2026

The % of potential contacts resolved by self-service before reaching an agent.

Deflection rate measures the potential support contacts fully resolved through self-service or AI automation without ever requiring a human agent. It's closely related to containment but framed from the point of contact entry.

Related terms

Containment Rate

The share of contacts an AI resolves without escalating to a human.

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