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 answers the repetitive, low-complexity questions (the ones agents answer over and over) from your knowledge base. Turn on hand-off and, when an answer is unsure, the visitor can send the question to your inbox with their email, so nobody is left stuck.
Unanswered questions also surface as knowledge gaps, showing you what to document next to deflect even more over time.
See how CertifChat answers the repeat questions before they reach you.
Related terms
- Knowledge BaseThe collection of content an assistant draws on to answer questions.
- Human HandoffPassing a question from an AI assistant to a person on your team.
- Per-Resolution PricingPaying an AI support tool a fee for each customer question it resolves.
- Retrieval-Augmented Generation (RAG)Grounding an LLM's answers in retrieved source documents instead of its training data alone.
Put your knowledge to work today
Connect your sources, drop one snippet on your site, and start deflecting tickets. Start on Starter: 7 days for a one-time $9.