model-deflection

name	model-deflection
description	Model self-service/KB deflection and the cost avoided before sizing headcount. Reach for this first on a cost-to-serve question.

Skill: Model deflection

The cheapest contact never reaches an agent (§3 #1).

Step 1 — Cluster contact drivers

Group tickets by reason; the top drivers are deflection targets (§3 #1).

Step 2 — Estimate deflectable share

Which drivers self-service can actually handle — measured, not assumed.

Step 3 — Compute savings

Deflection-rate × volume × cost-per-contact via supportops_calc.py deflection (§3 #1).

Step 4 — Compare to hiring

Recurring deflection savings vs the cost a hire adds (§3 #1).

Output

A deflection model with cost avoided and deflectable drivers named. Traverse Tree 1 in the decision-trees file.