What is Call Deflection?
Call deflection is the percentage of incoming calls that are fully resolved by an automated system (voice AI, chatbot, or IVR) without needing a human agent. It is the primary efficiency metric for contact center automation.
How Call Deflection works
A call is considered "deflected" when the voice AI handles the entire interaction from greeting to resolution. This includes answering questions, processing requests (booking, cancellation, status check), and resolving complaints within defined parameters. Calls that require human handoff are not deflected. Industry benchmarks for voice AI deflection range from 40% to 70% depending on use case complexity.
Why Call Deflection matters for enterprise
Every percentage point of deflection directly reduces contact center operating costs. If a contact center handles 100,000 calls per month at Rs 120 per call, increasing deflection from 0% to 60% saves approximately Rs 72 lakh per month. This is the core financial case for voice AI deployment.
How ARCA handles Call Deflection
ARCA achieves 60 to 70% deflection rates in production deployments, with 99.9% of calls handled without human escalation (remaining calls are resolved by the AI but may involve optional human review).
See how ARCA uses call deflection in practice.
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