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How do you evaluate AI support quality beyond deflection rate?

This story is from 2026-10-13. It is preserved in the archive; the latest stories are on the live feed.

Leadership asks whether the AI is working, and the number you can defend is deflection or containment. What you cannot say is whether the customers behind it got a correct answer, finished the task, trusted the experience, or came back with the same problem. A deflected conversation can hide a cust…

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  1. 2026-10-13 00:30 · DEV Community — AI
    How do you evaluate AI support quality beyond deflection rate?

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