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Hotel-tech glossary

Deflection Rate

Share of inbound guest messages an AI concierge handles without human escalation.

Deflection rate measures the percentage of guest messages an AI concierge resolves autonomously (no human handover). It is the most useful efficiency KPI for AI-concierge deployments. A reasonable target for an independent hotel is 60-75% by month three; below 40% in month three usually means the knowledge base has not been expanded past vendor defaults.

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Related terms

AI Concierge

Software that handles repetitive guest questions via chat without human staff.

Knowledge Base

The structured property-specific data that an AI concierge draws on to answer guest questions.

Part of the hotel-tech glossary. Maintained by Maciej Dudziak, founder of Guestivo.