Support automation cases with deflection numbers that hold up
Five teams that cut ticket volume without tanking CSAT. Forward to your ops lead.
— 1. A SaaS's help-center+search rebuild — surfaced the right doc faster; self-serve deflected 34% of would-be tickets, CSAT held at 4.6. Read if your docs exist but nobody finds them.
— 2. A fintech's RAG support bot — grounded answers in real docs, hallucination complaints near zero; deflected 28% of tier-1 with a human handoff under 10 seconds. The grounding setup is the lesson.
— 3. A marketplace's macro audit — cut 200 stale canned replies to 60 sharp ones; first-response time dropped 40%. Skip if your macros are fresh.
— 4. A DTC's order-status automation — 'where's my order' was 31% of volume; a tracking-link auto-reply erased most of it. Essential for e-commerce.
— 5. A SaaS's deflection-quality check — measured re-open rate, not just deflection; caught a bot deflecting by frustrating people. Read this so you don't fake the metric.
That's the stack for this week. Forward to a teammate.
Stack Curator
@StackCurator
Support automation cases with deflection numbers that hold up
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