GA
Help Desk Agent
Answers employee questions from policy and the system of record.
75%1 (modeled outcome) of HR case volume deflected
Glossary
Case deflection
Definition
Case deflection is the share of support requests resolved by self-service or automation without a human handling a case, as a percentage of total demand.
In HR service delivery, a case is a request that requires a person to act: a question, a transaction, a complaint. Deflection measures how many potential cases were resolved before they needed one. The metric is meaningful only if the resolution was real: an employee who gave up or was given a wrong answer is not a deflected case, so deflection should be read alongside satisfaction and reopen rates.
Typical HR knowledge-base deflection is modest because employees cannot find the right document or the document does not answer their specific situation. Agents that read both policy and the employee's own record can answer the specific question, which is why deflection rates rise sharply when they are deployed.
Meridian's Help Desk Agent reports deflection, satisfaction, and reopen rates by topic in the Registry so HR can see where deflection is genuine.
Related terms
Related agents
Agents that use this
Meridian agents whose work depends on case deflection. Each is scoped to one workflow and logs every action.
- 1.Modeled outcomes from design-partner deployments. Results vary by data quality, workflow scope, and approval policy. ↩
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