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?
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 they’re talking about full resolutions.
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%.