Improve deflection with Recommendations
Recommendations analyzes your conversations and surface actionable suggestions to improve deflection. It tells you exactly which knowledge articles to add or edit, and quantifies the projected impact of each recommendation.
To access Recommendations, navigate to Settings > Analytics > Insights.
Understanding Deflection Rate
Deflection Rate measures how effectively Atom resolves employee questions without human intervention.
A conversation is considered deflected when three conditions are met:
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No request was created — the conversation did not result in a Service Request, Incident, or General Request.
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Not smalltalk — the conversation was a genuine support interaction, not casual chatter or an ambiguous message.
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AI evaluation confirms deflection — an AI evaluation reviews the conversation and marks it as successfully deflected, meaning Atom provided a meaningful answer that resolved the employee's question.
All three conditions must be true for a conversation to count as deflected.
Qualifying conversations are all conversations where an employee asked a genuine support question—the total pool minus smalltalk and ambiguous messages. This is the denominator.
Deflected conversations are the subset of qualifying conversations where no request was created AND the AI evaluation confirmed Atom successfully resolved the question. This is the numerator.