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Worth knowing before anyone demonstrates a product to you: this is the size of the prize, at your own numbers.
Twenty minutes is used as the average handled contact when converting to hours. The containment rate is yours to set, because it is the assumption every vendor is most optimistic about.
It works out how much ticket volume could plausibly be answered by an article, based on how repetitive your questions actually are.
It is deliberately conservative. Deflection claims in this market are usually optimistic by a factor of two or three.
Enter your monthly volume, the proportion that is genuinely repeat questions, and how many distinct questions make up that proportion.
The second figure is the one to be honest about. Questions that look similar but need account-specific answers are not deflectable.
It will not tell you whether deflection is desirable. A customer deflected from a conversation they needed is a worse outcome than a ticket.
It also cannot count the people who gave up, who look identical to the people who were helped.
The output is a range rather than a number, because deflection depends on whether people find the article and whether it actually answers them.
Treat the bottom of the range as the plan. Anything above it is a pleasant surprise rather than a business case.
Because whether people find and accept an article varies enormously.
No. A customer who gave up counts as deflected and is not.
Only three numbers you enter.
Half an hour on your own figures, and an honest answer about the parts Treepie does not improve.