Analytics
Call deflection
Call deflection is resolving a caller's need without routing them to a human agent. The deflection rate — the share of calls an AI agent handles completely end to end — is a core measure of a voice agent's ROI.
Higher deflection means lower staffing cost and shorter wait times, as long as resolution quality holds. It's measured against containment (calls kept in automation) and CSAT (caller satisfaction).
Related terms
Inbound callingCalls that come in to a business. For AI voice agents, inbound means answering, understanding and resolving calls customers place to you.AI receptionistAn AI voice agent that answers inbound calls 24/7 — greeting callers, booking appointments, answering questions, and routing to the right person.Speech analyticsAnalyzing recorded or live calls at scale to surface trends — topics, sentiment, outcomes, compliance — instead of manually reviewing a handful.
See Call deflection in a real call.
Book a 30-minute demo and watch Finn handle inbound and outbound calls end to end — no stack to assemble.
Try Finn for free