In the digital age, call deflection is a technique used to redirect a portion of incoming customer service calls to digital support channels, reducing the burden on call center employees and alleviating high volumes of calls while allowing customers to reach a solution faster. This approach has benefits for both customers and teams, with research showing that it can reduce call center call volumes and operating expenses by up to 25-30%. By giving customers the option of digital support, companies can lower customer service hold times, improve first contact resolution rates, and minimize repetitive calls, ultimately reducing agent fatigue and burnout. With satisfied customers and a more manageable workload, employees are more content with their business and better equipped to perform at their jobs. Leveraging digital channels and automating elements of customer service can help customers resolve issues faster, add to customer safety, and reduce costs, making call deflection an attractive solution for companies looking to improve their customer experience.