Self-service vs Case Deflection: What’s the Difference?

What’s Inside: Self-Service vs. Case Deflection

What’s Inside: Self-Service vs. Case Deflection

While self-service encompasses all customer interactions when seeking an answer, case deflection is specific to cases where the customer would have submitted a ticket, but instead found content to answer their question. Intelligent search powered by AI can track this metric and help you understand customer patterns as well as improve the overall relevance of content for each user.

Intelligent search powered by Coveo AI can track metric and help you understand customer patterns as well as improve the overall relevance of content for each user.
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