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Your Chatbot's 80% Deflection Rate Is Lying to You

This story is from 2026-09-27. It is preserved in the archive; the latest stories are on the live feed.

Deflection rate is the vanity metric of AI support. It looks great on a slide, it's easy to calculate, and it tells you almost nothing about whether your chatbot is actually helping anyone. Here's the problem: deflection rate counts a conversation as a "win" whenever the user doesn't escalate to a…

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  1. 2026-09-27 12:01 · DEV Community — AI
    Your Chatbot's 80% Deflection Rate Is Lying to You

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