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ROI benchmark

Support Deflection Rate

AI chatbots and automated routing reduce the volume of human-handled tickets.

Lower bound

12%

Median value

28%

Upper bound

46%

Benchmark range

Lower bound: 12%. Median value: 28%. Upper bound: 46%.

Measurement period: 6 months.

Methodology

Directional range inferred from cited public support-automation case studies. Treat it as an editorial planning range rather than an independently sampled industry median.

Cited sources: 3. Measurement period: 6 months.

Original sources

Polywood achieves a 30% deflection rate with Zendesk Answer Bot
Zendesk
Polywood reported a 30% deflection rate after deploying AI-powered support automation for customer questions.
END. maximizes CX efficiency with Zendesk AI and Appamondo
Zendesk
END. reported a 41% ticket deflection rate, a 96% increase in zero-touch tickets, and a 41% drop in average handling time.
Playtomic ups its CX game with Zendesk AI
Zendesk
Playtomic reported roughly 83% deflection on its B2C channel after expanding AI-agent coverage across high-volume intents.

Assumptions

Only repetitive intents are automated at launch
Escalation remains one click away
Knowledge content is reviewed before rollout

Validated use cases

Explore Use Case

Customer Support Chatbot

30-40% reduction in inbound ticket volume

Explore Use Case

Customer Support Chatbot

30-40% reduction in inbound ticket volume

Explore Use Case

Customer Support Chatbot

30-40% reduction in inbound ticket volume

Explore Use Case

Customer Support Chatbot

30-40% reduction in inbound ticket volume

Explore Use Case

Customer Support Chatbot

30-40% reduction in inbound ticket volume

Explore Use Case

Customer Support Chatbot

30-40% reduction in inbound ticket volume

Explore Use Case

Knowledge Base Search

30-40% reduction in time to find answers

Explore Use Case

Knowledge Base Search

30-40% reduction in time to find answers

Explore Use Case

Knowledge Base Search

30-40% reduction in time to find answers

Explore Use Case

Knowledge Base Search

30-40% reduction in time to find answers

Explore Use Case

Support Ticket Routing

15-25% improvement in resolution time

Explore Use Case

Support Ticket Routing

15-25% improvement in resolution time

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