AI engineering glossary · AI ethics law product
What is deflection rate?
Deflection rate (also called self-service rate): The share of customer queries resolved by an automated channel, such as a chatbot, without a human agent having to step in. It shows workload saved, but must be paired with satisfaction measures so unresolved customers are not counted as deflected.
Deflection rate: an example
A bank's chatbot handles 6,500 of 10,000 monthly queries without a human agent, a deflection rate of 65%.
Related terms
- Containment rate
- Escalation rate
- CSAT
- Task success rate
More AI ethics law product terms
- Demographic parity
- Differential privacy
- Disparate impact
- DP-SGD
- DPDP Act 2023
- DPDP Rules 2025
- Edit rate
- Equal opportunity
Where you learn it
Deflection rate is part of the AI Engineering Program, which teaches it with notes, a hands-on lab and an exam. The first lesson is free.