Call deflection is a solution for busy call centers that empowers customers to locate answers faster and have more productive conversations with customer service representatives. It deflects calls by redirecting callers to alternative destinations that can meet their needs better, such as relevant sections on websites, FAQs, live chat, chatbots, virtual assistants, and social media platforms. By implementing call deflection, businesses can simplify tasks for employees and customers, reduce costs, decrease turnover, create better customer experiences, and optimize overall operations. Call deflection can also be integrated with IVR systems to provide proactive solutions and improve the efficiency of call centers. With Twilio's IVR APIs, businesses can create custom workflows that adapt to best serve their customers' needs, resulting in improved business operations and customer experience.