Opsynapse
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AI-augmented customer service, proven in production

Deflection calculator

Calculate the percentage of requests avoided by self-service (FAQ, chatbot, help center). Measure the ROI of automation and identify potential gains.

Your data

For a given period (month):

Calls + chats + emails + tickets
FAQ solved, chatbot solved, help center
Average cost of a contact handled by an agent
Often €0.20 to €1 (chatbot, FAQ, AI)

Enter your numbers and click Calculate.

What is deflection?

Deflection is the percentage of customer requests resolved without a human agent. It is the key metric for measuring the ROI of self-service such as FAQ, chatbot, help center and AI.

The formula: Deflection = (Self-service requests / Total requests) x 100

Every point of deflection directly reduces the volume of agent contacts. If you handle 5,000 contacts a month at €8 and move from 20% to 40% deflection, you save €4,000 per month, or €48,000 per year.

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A production-proven method you can apply to your business. Audit, implementation, team training.

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