Cutting Cost Per Ticket Without Cutting CSAT
The deflection metrics that matter more than raw automation rate.
Raw automation rate is a vanity metric. You can deflect 80% of tickets and still destroy CSAT if the wrong 20% are the ones customers care about most. The metrics that matter are cost per resolved ticket and CSAT on AI-handled vs. human-handled interactions.
Segment your ticket taxonomy before deploying. Tier-1 password resets and order-status queries are safe to automate. Billing disputes, cancellation requests, and anything involving emotional language need human escalation paths with warm handoffs.
The best deployments we've seen maintain or improve CSAT while cutting cost per ticket by 30–40%. The lever isn't more automation — it's better triage.
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