KPI
Contact deflection: AI benchmark
Reduction in calls, chats or tickets that reach a human, because the need is met another way.
How to measure it
Assisted contacts per customer or employee per period, before and after, on a comparable population.
Across the library
Median 25% across 8 deployments, reported range 5.6% to 80%.
Higher is better. Unit: percent.
Reported values by use case
AI assistant for tax questions and filing support
- Agencia Estatal de Administración Tributaria (AEAT)80% · vendor claim
- HM Revenue and Customs20% · organization claim
AI agent for account and card servicing
- DBS Bank7% · organization claim
AI agent for IT service desk resolution
- Bank of Americaat least 50% · organization claim
AI agent for parcel tracking and delivery exceptions
- Evri50% · organization claim
AI agent for utility billing, payments, meter readings and move in or move out
- EDF5.6% · organization claim
AI assistant for corporate and commercial client servicing
- Bank of America16% · organization claim
AI assistant for developers integrating a company's APIs
- Mapbox30% · organization claim
Use cases that should track contact deflection
- AI agent for account and card servicing
- AI agent for IT service desk resolution
- AI agent for parcel tracking and delivery exceptions
- AI agent for public transit passenger information and disruption reporting
- AI agent for utility billing, payments, meter readings and move in or move out
- AI assistant for corporate and commercial client servicing
- AI assistant for developers integrating a company's APIs
- AI assistant for employee onboarding
- AI assistant for student enrollment and student services
- AI assistant for tax questions and filing support
- AI for non emergency service requests and 311 routing
- AI self help assistant for self represented litigants and legal aid clients
- Generative AI voice assistant in the car