Hotel Tech Insight
Deflection Rate
สัดส่วนข้อความแขกที่ AI concierge จัดการได้โดยไม่ต้อง escalate ไปคน
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.