Support Deflection Estimator
Estimate cost savings from self-service ticket deflection via KB and bots. Enter values for instant results with step-by-step formulas.
Worked Examples
Example 1: High Deflection
Problem: 15,000 KB Views, 2,000 Total Tickets. Cost $8/ticket.
Solution: Est. Deflected Users = 14,600. Rate = 97.3%. Savings = $116,800.
Result: Massive ROI
Example 2: Low Deflection
Problem: 1,000 KB Views, 800 Tickets. Cost $15/ticket.
Solution: Est. Deflected = 840. Rate = 84%. Savings = $12,600.
Result: Needs Better Content
Frequently Asked Questions
What is Ticket Deflection?
Ticket deflection is the process of resolving a customer's issue through self-service resources (like a knowledge base, community forum, or chatbot) before they need to contact a live agent.
What is a good Deflection Rate?
Industry benchmarks vary, but 20-40% is average for new KBs. Mature organizations with AI search can achieve 70%+ deflection rates.
Does Deflection lower NPS?
Not necessarily. If the self-serve content is good, NPS goes up. If it's a 'doom loop' of bad articles preventing contact, NPS goes down.
What is 'Implicit Deflection'?
When a user finds the answer via Google and never even enters your support flow. Hard to measure but very valuable.
How accurate are the results from Support Deflection Estimator?
All calculations use established mathematical formulas and are performed with high-precision arithmetic. Results are accurate to the precision shown. For critical decisions in finance, medicine, or engineering, always verify results with a qualified professional.
Can I use the results for professional or academic purposes?
You may use the results for reference and educational purposes. For professional reports, academic papers, or critical decisions, we recommend verifying outputs against peer-reviewed sources or consulting a qualified expert in the relevant field.