KPI benchmark
How many contacts does AI deflect?
Across 16 public AI deployments, the median contact deflection is 29%, and the middle half of them report between 19% and 61.8%. Reduction in calls, chats or tickets that reach a human, because the need is met another way.
29%
Median contact deflection
19% to 61.8%
Middle half of deployments
16
Public deployments pooled
10 of the 16 values are claims by the organization itself, a regulator or an independent study; 6 come from the AI vendor. One value per organization; "up to" claims are listed but not pooled. Data as of 11 November 2026. Methodology
Contact deflection by industry
| Industry | Median | Deployments |
|---|---|---|
| Banking | 18% | 4 |
| Government and public sector | 73% | 3 |
Contact deflection by use case
| Use case | Median | Deployments |
|---|---|---|
| AI agent for account and card servicing | 20% | 3 |
How to measure it
Assisted contacts per customer or employee per period, before and after, on a comparable population.
Across the library
Median 29% across 16 deployments, reported range 5.6% to 80%, plus 3 "up to" values not pooled.
Higher is better. Unit: percent.
Reported values by use case
AI agent for account and card servicing
- Trust Bank50% · organization claim
- MONETA Money Bankup to 25% · vendor claim
- Abu Dhabi Islamic Bank (ADIB)20% · organization claim
- DBS Bank7% · organization claim
AI for home Wi-Fi experience optimization
- Armstrongup to 30% · vendor claim
- ACT Fibernet25% · vendor claim
- Sky Italyat least 15% · organization claim
AI agent for parcel tracking and delivery exceptions
- Overseas Expressat least 60% · organization claim
- Evri50% · organization claim
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 fan and ticketing service at sports clubs
- 1. FC Köln70% · vendor claim
AI agent for IT service desk resolution
- Bank of Americaat least 50% · 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
AI assistant for mortgage servicing borrower requests
- Cenlar FSBup to 12% · organization claim
Use cases that should track contact deflection
- AI agent for account and card servicing
- AI agent for fan and ticketing service at sports clubs
- 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 airport passengers on kiosks, holograms and chat
- 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 hospital lobby questions, symptom routing and wayfinding
- AI assistant for mortgage servicing borrower requests
- AI assistant for student enrollment and student services
- AI assistant for tax questions and filing support
- AI avatar videos for public information in many languages
- AI digital human guide for banks and insurers
- AI for home Wi-Fi experience optimization
- AI for non emergency service requests and 311 routing
- AI for support knowledge article generation and maintenance
- AI self help assistant for self represented litigants and legal aid clients
- Generative AI voice assistant in the car
Frequently asked questions
- How many contacts does AI deflect?
- Across 16 public AI deployments, the median contact deflection is 29%, and the middle half of them report between 19% and 61.8%. Reduction in calls, chats or tickets that reach a human, because the need is met another way.
- How do you measure contact deflection?
- Assisted contacts per customer or employee per period, before and after, on a comparable population.
- How does contact deflection differ by industry?
- The median contact deflection is 18% in banking (4 deployments) and 73% in government and public sector (3 deployments). Industries with fewer than 3 reported values are not shown.
- Do AI vendors report a different contact deflection than the organizations themselves?
- Claims by the organizations themselves, regulators or independent studies have a median of 20% (10 values); claims by the AI vendor have a median of 68.5% (6 values). The page lists both, and every value links to its source.
- Where do these contact deflection numbers come from?
- From public AI deployments in the Blits.ai AI Use Case Library. Every value is quoted from a named source, each organization counts once, and "up to" claims are listed but left out of the median. Data as of 11 November 2026.