---
title: "Deflecting is not resolving: the number to ask | StudioChat"
description: "A vendor that deflects to self-service and one that resolves are not the same: see below which threshold deflecting adds work instead of removing it."
url: https://studiochat.io/deflecting-is-not-resolving
locale: en
translations: { es: https://studiochat.io/desviar-no-es-resolver.md, pt: https://studiochat.io/desviar-nao-e-resolver.md }
site: https://studiochat.io
---

Tool

# The number to ask all five for

Deflecting a question to self-service and resolving it are not the same thing, and the difference is paid in the cases that come back. Move how many come back and what each retry costs, and the threshold says from which resolution rate the agent starts removing work instead of adding it.

The number to ask all five for

Cases per month: 4,000

Share the agent takes: 60%

Of those, the share genuinely resolved: 45%

Extra contacts one returning case generates: 1.0

1,320 cases a month come back, and each one brings 1.0 further contacts behind it.

Without an agent, your team sees 4,000 cases. With an agent, it sees 4,240.

Below 50% resolution, the agent adds work instead of removing it. Your rate is 45%. The dashboard can be showing healthy automation while the workload climbs.

You set all four numbers. What the tool adds is the threshold, which is not an opinion: it comes from the arithmetic of a badly closed case returning more than once.

This object is the interactive half of an article: [AI customer service software: what each category actually solves](/blog/software-atencion-cliente-ia)

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