Deflection rate is the vanity metric. The number that matters is resolved-without-refund rate, because an automated reply that triggers a refund costs you the order plus the return freight.
In our data across 41k tickets, order-status questions deflect at 87% safely. Sizing and compatibility questions deflect at 34% and should be escalated by default.
Budget roughly $0.04–$0.09 per handled ticket in model costs. Against a $3.10 blended human cost that is compelling, but only if escalation routing is tuned monthly.
AICustomer ServiceCosts Share
