Glossary
Ticket Deflection
Resolving customer questions automatically so they never become support tickets.
Ticket deflection is the share of customer questions answered before they turn into a support ticket or email. When a self-service assistant resolves a question on the spot, that interaction is deflected from your team's queue. A higher deflection rate means lower support cost and faster answers for customers.
CertifChat deflects the repetitive, low-complexity questions (the ones agents answer over and over) by responding instantly from your knowledge base with cited answers. The conversations it can't confidently resolve are handed off to your team with full context, so deflection never comes at the cost of a frustrated customer.
Unanswered questions also surface as knowledge gaps, showing you what to document next to deflect even more over time.
See how this works in practice across CertifChat's features.
Related terms
- Knowledge BaseThe collection of content an assistant draws on to answer questions.
- Retrieval-Augmented Generation (RAG)Grounding an LLM's answers in retrieved source documents instead of its training data alone.
- HallucinationWhen a language model states something confidently that isn't supported by its sources.
Put your knowledge to work today
Connect your sources, drop one snippet on your site, and start deflecting tickets. We are opening CertifChat to a first group soon.