AI Support Agent Ticket Deflection
March 12, 2026
Ticket deflection means resolving issues before a human-created ticket. AI support agents are built for this.
How deflection works
The agent answers from your knowledge base in chat or email. When the answer resolves the issue, no ticket is created. When it can’t, the conversation is escalated with context.
Setting deflection goals
Track deflection rate: % of conversations that end without a ticket. Start with a target (e.g. 20–30%) and improve by expanding KB coverage and tuning escalation rules.
When to escalate
Escalate when the user asks for a human, the topic is sensitive, or confidence is low. Define rules in the tool and review edge cases regularly.
Measuring success
Deflection rate, time to resolution for deflected conversations, and escalation rate. For ROI, see AI Customer Service ROI.
For setup, AI Support Agent Knowledge Base Setup. For the niche, AI Support Agent.