Ticket deflection resolves customer issues before they require human agent intervention. Effective deflection reduces support costs while maintaining customer satisfaction. Deflection methods: - AI chatbots for common questions - Self-service knowledge base - FAQ and help center - In-app guidance and tooltips - Community forums - Video tutorials Measuring deflection: - Deflection rate = Issues resolved without ticket ÷ Total issues - Cost savings = Tickets deflected × Cost per ticket - Monitor CSAT to ensure quality