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?
There has to be a huge asterisk there. I can't imagine any AI deflecting 50% of the incoming cases from my last company.
Yeah that sounds like great marketing but happy to get Gorgias on the call if you want real stats
they canāt guarantee you anything, no ones customer base, product, service, etc is the same
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.
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 theyāre talking about full resolutions.
i would remain skeptical
doesnāt mean itās not working for them
Oh iām quite skeptical lol
they would never know
Deflection rate is a marketing and sales term for the CX AI industry but has nothing meaningful to add as a business metric imo.
iād be more interested in an accuracy rate
which few platforms track
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%.
Great point, Miles - and those are often best solved by getting to the root of the problem/cause of friction in the first place.
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.