CX Today Deflection Is NOT a Contact Center AI Strategy. This Is.
6 snips
Oct 20, 2025 
In a lively discussion, Matt Clare, VP of Product Marketing at UJET and an expert in contact-center technology, dives into the future of customer experience. He challenges traditional metrics like deflection and containment, advocating for a focus on customer satisfaction and lifetime value. Clare emphasizes the critical role of human agents for empathetic and high-stakes interactions while exploring how AI is transforming agent tools from simple suggestions to robust coaching systems, ensuring agents are ready for future demands.
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Rethink Deflection As A Metric, Not A Strategy
- Deflection and containment measure routing to self-service and ending conversations on the origin channel.
- Matt Clare warns these metrics are not a strategy and should be reframed around business outcomes.
Prioritize Outcome Metrics Over Pure Deflection
- Focus on outcome metrics like CSAT, NPS, and customer lifetime value instead of only deflection/containment.
- Prioritize conversations that drive revenue and satisfaction rather than maximizing self-service.
Let Humans Lead High-Value, Empathetic Contacts
- Route empathy-driven, retention, upsell and sales conversations to human agents.
- Use human interaction for situations that can materially impact customer lifetime value.