Contact deflection is about moving customer contacts – phone calls, emails, live chats – from an overburdened traditional channel to a new digital channel where you can apply interception and automation techniques to respond to simple queries, gather data for more complex queries and prioritize work for your agents.

1. Contact Deflection & Automation
The current COVID-19 pandemic has led to increased pressure on employees and frustration amongst customers.
Increased contact volumes and the new customer queries that result from it make it even more difficult to maintain service
levels and CSat. As a result, increasing service costs are only adding to already critical business plans and forecasts.
Traditional models have broken down and new solutions are required.
• Deal with increased contact volumes
• Provide a 24/7 service without the costs
• Improve quality and CSat through better service levels and consistent responses
• Prioritize requests (and customers) based upon what’s important to the business
• Assist during peak hours when long wait times are hurting your customer satisfaction
Why Contact Deflection Matters
The Solution: Contact Deflection & Automation
Contact Deflection and Automation Helps
PHONE
RESOLVE
DEFER
ESCALATE
Automate FAQs,
Transactions & Journeys
Reduce Queues, Wait-times
& Human-workload
Create Case / Ticket, Set
Expectation & Track
Reduce AHT, Repeat Calls
& Improve 1st Time Resolution
Transfer to Voice,
Live Chat or Video
Improve Priority Care
& Reduce Complains
LIVE CHAT
EMAIL
D
E
F
L
E
C
T
D
E
T
E
C
T
5%—30%
Improved CSAT Scores
10%—40%
Lower Operating Costs
What is it: Contact deflection is about moving customer contacts – phone calls, emails, live chats – from an overburdened traditional
channel to a new digital channel where you can apply interception and automation techniques to respond to simple queries, gather
data for more complex queries and prioritize work for your agents.
Is this about replacing people? This is about automating simple queries, getting information to your customers as efficiently as
possible but ultimately allowing you to deal with customers in a prioritized way that best uses your most valuable resource - your people.
It is an Automation-first approach that leverages Artificial Intelligence and self-service to try and assist customers rather than
immediately escalating to an agent.
Which channels can I apply this: This works for phone contacts, live chat sessions and webmail or email.

2. In each case, we transfer the customer to an intelligent virtual assistant where we detect the customer intent and prioritize
the request, resolve the request if possible and if not, gather the information for a human agent to respond either offline
(via a work ticket) or in real time.
Deflect customer contacts
to an Intelligent Virtual
Assistant
% deflected
Intercept the contact
on the designated
channel and move to
digital channel
Detect the customer
intent using AI and
resolve the problem
if possible
Gather the right
information about
the issue and prepare
a work ticket
Handover to an
agent depending
on priority and
readiness
% resolved % deferred % escalated
Automate tasks where possible
or collect information for
deferral or handover
Integrate securely with
existing live chat or
telephony systems
DEFLECT RESOLVE DEFER ESCALATE
Intercept
& Prioritize
Automate Collate Escalate
What systems does it work with: It works with all major ACD & IVR systems as well as popular live chat systems like Live Chat,
Genesys, AWS Connect, Drift & Intercom, Helpdesk systems like Zendesk, ServiceNow & Freshdesk and CRM systems like Salesforce,
MS Dynamics, Zoho & Pega.
How much integration is there: There is very little integration to get started. We have common integrations to live chat and email
systems. Voice transfer is handled as an option in the IVR.
How fast can I deploy it: We can deploy in as little as 48 hours (call deflection) but typically we expect to see immediate results after
a 7—14 day implementation.
How is it priced: Pricing is based on successful contacts deflected and/or automated. The ROI is measured in days and weeks.
LIVE CHAT
20—40% reduction in live chat
and a further 20% improvement
in agent productivity by using
chat assist.
EMAIL
Customers have experienced
a 40—60% automaton of email
queries and 33% reduction of
contacts to resolve.
PHONE CALLS
30—40% deflection rate
during peak hours and
20%+ permanent deflection
through automation.
The Results
www.servisbot.com USA +1 508 320 5147 UK/IRL +44 7463 483903
For more information email: askbotty@servisbot.com
How IT Works