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How it Works
Products
AI Agent
Agent Assist
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Email
Chat
Social Media
In-App
SMS
Partners
Partners
No Code Integrations
Featured Integrations
Regular Integrations
Custom Integrations
We Are Thankful
Our Approach
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About Us
Team
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Contact Us
Free trial
Resources
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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)
