Industry Research • Updated January 2025

90% Deflection Rate: AI Handles 90% of Routine Customer Queries

According to a Yellow.ai case study with Lion Air Group, their dynamic AI agent achieved a 90% deflection rate, resolving nine out of ten routine support inquiries without human hand-off.

90%
Queries Handled by AI
Lion Air Group
1.8M+
Monthly Active Users
Via AI Agent
28M+
Messages Per Quarter
Automated Responses

Real-World AI Customer Service Performance

Verified statistics from leading companies using AI customer service automation

90%
Lion Air Group
Deflection rate achieved
Yellow.ai Case Study
3X
UnionBank Philippines
Increase in self-serve users
28K to 120K users/month
51%
Cost Reduction
Operating cost savings
UnionBank Case Study
60%
Pelago Travel
Product enquiries deflected
Yellow.ai Case Study

Verified Enterprise Results

Coda Payments85% of queries resolved instantly
Across 6 markets
Sony India21,000+ calls handled
In 2 months post-launch
Cipla Healthcare95% call completion rate
500K+ patients monthly
Lulu Hypermarket3M+ users in 4 weeks
Post-AI deployment

Cost Savings Calculator

Annual Savings Potential

Average support agent cost:$45,000/year
AI handles 90% of queries:$40,500 saved/agent
Operational cost reduction:51% (proven)

5-Agent Team Savings

$202,500
Annual cost savings
Based on 90% deflection rate

Why 90% Deflection Rate Matters for Your Business

Instant Resolution

90% of customer queries resolved immediately without waiting

Massive Cost Savings

51% reduction in operational costs while improving service quality

Scalable Growth

Handle 3X more customers without proportional staff increases

Research Sources

• Yellow.ai Case Studies: Lion Air Group, UnionBank Philippines, Pelago Travel

• Enterprise deployment data from Fortune 500 companies

• Customer service automation benchmarks and industry reports

Note: All statistics are based on real implementations and verified case studies. Individual results may vary based on business size, industry, and implementation specifics.