{
  "schema_version": "1.0",
  "surface_type": "tool_answer",
  "tool_id": "support-deflection-threshold",
  "citation_question": "What deflection rate does an AI support bot need to beat current human support cost?",
  "question": "How do I calculate the support deflection rate needed for an AI bot to beat human ticket cost?",
  "canonical_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 carry AI first-pass cost before human handoff",
    "Human escalated-ticket cost applies only to the non-deflected share of tickets",
    "Required deflection rate is bounded from 0 to 1"
  ],
  "example": "If ai_cost_per_deflected_ticket=0.12, all_escalated_cost_per_ticket=6.62, and human_cost_per_ticket=4.50, required_deflection_rate is about 32.7%.",
  "units": "Ratio and percentage points",
  "pricing_context": {
    "context_type": "pricing_snapshot",
    "snapshot_id": "2026-06-21",
    "snapshot_date": "2026-06-21",
    "reference_url": "https://www.unitcostai.com/pricing"
  },
  "pricing_snapshot": {
    "snapshot_id": "2026-06-21",
    "snapshot_date": "2026-06-21",
    "pricing_reference_url": "https://www.unitcostai.com/pricing"
  }
}