· Prakash Natarajan · Reliability
Escalation Rate for AI Agents: What Actually Drives It
Escalation rate for an AI agent is driven by a confidence threshold, not ticket complexity. The formula, real benchmarks, and the reopen-rate trap.
Tag: deflection rate
· Prakash Natarajan · ReliabilityDeflection Rate, Explained: Formula and Benchmarks
Deflection rate can look great and still hide a broken support product. The formula, real benchmarks, and the cost-per-resolution number that matters.