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How it Works
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Agent Assist
Insight
Channels
Email
Chat
Social Media
In-App
SMS
Partners
Partners
No Code Integrations
Featured Integrations
Regular Integrations
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We Are Thankful
Our Approach
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About Us
Team
Careers
Contact Us
See it in Action
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Knowledge Hub
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Back to Glossary
Deflection
verb
Directing a customer to find an answer through a means of self-service.
CS Industry Terms
Average Handle Time (AHT) or Average Problem Resolution Time (APRT)
BPO
CS
CX
Customer Effort Score (CES)
Customer Satisfaction (CSAT)
First Response Time (FRT)
Lifetime value
Net promoter score (NPS)
Omnichannel communication
Service Level Agreement (SLA)
Text Analytics aka Text Mining
Tier 1 Agent
Time to First Response (TTFR)
