It is easy to celebrate a high “deflection rate” and miss the customers you frustrated to get it. A deflected ticket is not the same as a happy customer.
Better questions to ask
How many conversations ended with the customer getting a real answer? How many handed off cleanly to a human with context? Which questions keep coming back unanswered?
Those last ones matter most. A recurring unanswered question is not a failure of the agent; it is a signal about your content. Treat your conversation log as a research feed, not a scoreboard, and the metrics that matter — resolution and trust — tend to follow.