Original Summary

every vendor we evaluated led with deflection rate as the headline metric. took us a while to realize a deflected ticket can just mean the customer gave up and went somewhere else to complain. seen it happen where the bot closes a conversation, the customer comes back two days later with the same issue, and it logs as a fresh ticket, so the dashboard looks clean but you're actually handling the same problem twice and counting it as two wins. started tracking repeat contacts within seven days instead. its messier to pull but it feels more honest about whether automation is actually helping or just hiding the backlog. curious if others have landed on better ways to measure this, or if deflection rate is still what your leadership asks for.   submitted by   /u/MaxMightiest [link]   [comments]

  • 情报分类：商业与市场研究
  • 分类依据：内容涉及商业、投资或市场动态
  • 信息来源：Reddit · SaaS
  • 发布时间：2026/9/25 20:15:34