The Deflection Rate Trap: Building AI Support That Cuts Costs Without Burning Customers
This story is from 2026-09-02. It is preserved in the archive; the latest stories are on the live feed.
Every support automation pitch leads with the same promise: deflect 60% of tickets, slash costs, done. Then six months later the CSAT graph looks like a ski slope and the churn team is asking questions. The problem isn't AI. It's that most teams optimize for deflection rate as a vanity metric inste…
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- 2026-09-02 12:00 · DEV Community — AI
The Deflection Rate Trap: Building AI Support That Cuts Costs Without Burning Customers