Call deflection is the practice of resolving customer requests through self-service channels, such as AI agents, text messaging or the web, so customers do not need to call a contact center. Effective call deflection resolves the request, rather than redirecting the caller somewhere else.
Calls are the most expensive service channel, and much of the volume comes from routine requests such as status checks, ID cards, address changes and document requests. Deflecting these frees agents for complex cases and shortens wait times.
The measure is containment with resolution: the customer finishes the task in the digital channel and does not call back. Deflection that only pushes people to a website or a phone menu tends to create repeat calls.
Ushur AI agents resolve high-volume requests end to end over SMS, web, email and voice. Ushur cites a 35% reduction in inbound calls. Learn more about call deflection with Ushur and the contact center.