Is Gorgias AI's 50% Deflection Guarantee Realistic?

Someone told me Gorgias AI guarantees 50% deflection within 50 days? Is this (1) accurate and (2) has anyone used this who can confirm if this is realistic? It seems… not likely?

17 comments

jared
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There has to be a huge asterisk there. I can't imagine any AI deflecting 50% of the incoming cases from my last company.
sh
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Yeah that sounds like great marketing but happy to get Gorgias on the call if you want real stats
Ashley
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they can’t guarantee you anything, no ones customer base, product, service, etc is the same
Ryan Klausner
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Deflection rate is meaningless. AI can deflect 100% of tickets but it doesn't mean it's meeting your organizations goals or providing a great customer experience.
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Henry Dunn
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Agree with all these points. I raised the fact that some AI companies take credit even if they escalate the ticket to an agent, but this person was adamant they’re talking about full resolutions.
Ashley
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i would remain skeptical
Ashley
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doesn’t mean it’s not working for them
Henry Dunn
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Oh i’m quite skeptical lol
Ashley
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but also 50% deflection could mean 50% people are annoyed and giving up
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Ashley
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they would never know
Ryan Klausner
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Deflection rate is a marketing and sales term for the CX AI industry but has nothing meaningful to add as a business metric imo.
jared
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Maybe they're deflecting customers not deflecting tickets. 🙂
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Ashley
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i’d be more interested in an accuracy rate
Ashley
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which few platforms track
Miles Goldstein
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Just remember - the cases which are successfully deflected and resolved are the easy ones - the low-hanging fruit of questions or minor problems for which somebody has already documented the answer or solution. So even if you "deflect 50% of the cases", you might only have reduced your agent workload by e.g. 10%.
Ryan Klausner
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Great point, Miles - and those are often best solved by getting to the root of the problem/cause of friction in the first place.
md
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We have it, but haven't finished implementation (because I don't care about deflection, I care about the customer's experience). At a glance it looks pretty similar to other AI chatbots, but has some interesting integrations with Shopify to allow the customer to self-serve actions that would require one of my teammates to handle (e.g. change shipping address, cancel/hold order) which we're excited about for after-hours support. My goal is to provide a basic service during after hours, and slightly quicker initial replies with something that is mostly helpful with easy eject options to talk to a human (during hours) if things aren't going well. I think 50% is wildly optimistic and agree with Miles's point about handling tickets, but not freeing time.

Is Gorgias AI's 50% Deflection Guarantee Realistic? | ElevateCX