{
  "schema_version": "1.0",
  "surface_type": "guide_answer",
  "guide_id": "ai-support-deflection-rate",
  "question": "What support deflection rate does an AI agent need to beat current human ticket cost?",
  "canonical_url": "https://www.unitcostai.com/guides/ai-support-deflection-rate",
  "related_tool_url": "https://www.unitcostai.com/tools/support-deflection-threshold",
  "formula": "required_deflection_rate = (all_escalated_cost_per_ticket - human_cost_per_ticket) / (all_escalated_cost_per_ticket - ai_cost_per_deflected_ticket)",
  "assumptions": [
    "Escalated tickets still include AI first-pass cost before human handling cost is added",
    "Human baseline cost and escalated human handling cost are measured on the same resolved-ticket unit",
    "The required deflection rate is meaningful only if resolution quality remains acceptable"
  ],
  "example": "If ai_cost_per_deflected_ticket is 0.12, all_escalated_cost_per_ticket is 6.62, and human_cost_per_ticket is 4.50, required_deflection_rate is about 32.7%."
}