Deflection rate is lying to you — here’s what to measure instead

Deflection is useful, but it is easy to celebrate the wrong thing. A conversation can be deflected because the customer gave up, not because the assistant helped.

Measure resolved conversations

Track whether the customer received a complete answer and avoided reopening the same issue later.

Watch answer confidence and feedback

Source coverage, citation clicks, negative feedback, and escalations tell a clearer story than deflection alone.