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.