Ticket → Knowledge-Base Deflection
The Manual Process Today
Customer hits a how-do-I and can't find an answer.
They open a ticket instead of self-serving.
An agent writes essentially the same answer again from scratch.
Ticket resolved; the answer dies inside the thread.
The next customer asks the same question.
The KB stays stale, so volume never actually drops.
Working Assumptions
| Assumption | Estimated | |
|---|---|---|
| Est. Tickets / day | ≈ 12,500 / month ≈ 150,000 / year | |
| Repeat-Ticket Share | % | ≈ 37,500 repeat tickets / yr |
| Handle Time | min | per repeat ticket |
| Avg. Support Agent Wage | $/hr | per agent hour |
| KB Articles / yr | × 1 hrs each | |
| Manual Writing Time / Article | hrs | ≈ 250 hrs / yr ≈ $5k / yr to author |
Illustrative estimates, not fixed numbers. Edit any value to recompute the pain-point figures below and the Impact Analysis tab, or tap the ⓘ on a row for its rationale.
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Pain Point
Roughly ~25% of ~150,000 tickets/yr are repeat how-do-I questions a good article could answer, ~37,500 tickets.
At ~12 min handle time, deflecting those ~37,500 tickets saves ~7,500 agent hrs/yr.
At ~$20/hr, handling every repeat by hand is ~$150k/yr. Deflecting ~50% with a fuller KB recovers ~$75k/yr (ramps over year one as the articles fill in).
Writing and refreshing ~250 articles by hand at ~1 hrs each is ~250 hrs (~$5k/yr) of agent time, on top of the repeat-ticket cost.
Articles fall behind product changes, so self-service fails and the ticket gets created anyway, the deflection that should happen never does.