Call deflection is the process of routing a customer enquiry to an alternative service channel. The aim for companies wondering how to reduce call center volume is both ensure to customers receive the guidance they need in the most efficient manner and to cut the volume of inbound calls handled by human agents. Instead, enquiries may be routed to self-service channels and resources including FAQs, live chat, community forums, knowledge center databases and virtual agents.
Download this datasheet to learn more about Computer Vision AI and how the technology can improve your contact center’s call deflection rate without affecting the quality of support. The resource also explores the future of self-service and the impact increased call deflection can have on other call center KPIs.