---
title: "Inquiry Self-Service Deflection"
section: "Agent store — Customer Service — Customer Support"
canonical_url: "https://leverge.ai/agents/customer-service/customer-support/inquiry-deflection"
category: "Customer Service"
process: "Customer Support"
trigger: "Runs on a schedule"
publisher: "Ailoitte Technologies Private Limited"
---

# Inquiry Self-Service Deflection

Work out how much of last month's inbound could already have been answered by the help centre, which articles were missing, and which questions should never be deflected at all.

## At a glance

- Business function: Customer Service
- Process: Customer Support
- Runs: runs on a schedule — First of the month at 10:00
- Run cost: 7 credits
- Uses a knowledge base: yes

## What it needs

- **Inbound inquiries** (file upload) — A period's worth of inbound questions. Subject and first message are enough.
- **Analysis settings** (form)

## How it works

1. Reading the inquiries
2. Searching the help centre
3. Matching inquiries to articles
4. Writing the content plan

## What it returns

- **Deflectable volume** (score)
- **What to write next** (written summary)
- **Topics, and whether an article covers them** (breakdown table)
- **Articles that should exist and do not** (flagged exceptions)
- **Must always reach a person** (verification checklist)
- **Help centre articles considered** (references)

---

Source: https://leverge.ai/agents/customer-service/customer-support/inquiry-deflection — Leverge