Solutions/Use Cases/Digital Deflection

Digital CX to lower your cost to serve

Deflect high call volume to digital self‑service to speed up resolution times. Transform a $10 call into ¢10. Save on headcount. Increase customer satisfaction.

40% reduced cost to serve
2x call center efficiency
30-50% call deflection to self-service

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OpenTable increases contact center efficiency with self-service

The top online restaurant reservation service rerouted customer support calls to digital self‑service and live chat to scale operations for 31 million diners and 60K restaurants. As a result, OpenTable cut down contact center costs and wait times while improving CSAT.

10% of calls rerouted to chat
25% of chats supported by Airkit
Integration with Talkdesk

Read customer story

Your customers won’t wait on hold

Sending routine, high-volume requests to your call center is costly and inefficient. On average, customers wait 5-10 minutes on hold for customer support. Customers value fast resolution more than speaking to an agent.

32%

of customers will leave a brand they love after one bad experience

50%

of service requests is checking order or claim status – easy switch to self-service

Read the State of Digital CX report

Deploy digital self-service

Manage call volumes with self‑service digital journeys for common requests (e.g., account updates, service changes, beneficiary updates). IVR deflection to self‑service decreases agent AHT while increasing CSAT from faster resolution times.

Components commonly used

IVR flow
Built-in TCPA compliance + mobile opt-in
Digital form
Chat bot
Omnichannel notifications
API integrations with core systems

How it works

Before Airkit

After Airkit

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Business value

Our customers achieve on average 40% annual cost savings with digital deflection. Assess your cost to serve, call volume, and call handling times to see opportunities for digital self‑service.

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