Chatbot-to-Human Handoff & Deflection Intelligence

Helix Benefits • 310K Members • Live Session Tracking

Goal: True Deflection
68%
Target (Current: 54%)
True Deflection Rate
54%
-3.2% vs last 30d
Handoff Latency
9.2s
+2.1s vs target
False Deflection
18%
-1.8% improvement
Branch Abandonment
21%
+4.1% vs last week
Monthly Savings
$89K
+$12K vs forecast
KB Click-through
34%
+7% engagement

Dialogue Branch Volume Distribution

Eligibility Check
34,218
48% verified
Claim Status
18,902
61% verified
Plan Info
15,341
72% verified
Enrollment
12,089
38% verified
Billing
9,447
55% verified
ID Card
6,211
81% verified
Other
4,792
44% verified

Deflection Verification Stages

Intent × Handoff Rate Heatmap (Last 30 Days)

Eligibility
Claims
Plan Info
Enrollment
Billing
ID Card
Other
Week 1
52%
39%
28%
62%
45%
19%
56%
Week 2
48%
35%
24%
58%
41%
16%
51%
Week 3
55%
42%
31%
65%
47%
22%
59%
Week 4
51%
38%
27%
61%
44%
18%
54%

Top 10 Recurring Fallback Triggers

Intent Trigger Pattern Occurrences Handoff % Avg Latency
Eligibility CheckAPI timeout > 8s1,84768%11.2s
EnrollmentMissing SSN validation1,29174%7.8s
Eligibility CheckAmbiguous member name1,10252%9.4s
Claim StatusMultiple open claims89461%8.1s
BillingPayment plan setup78388%6.3s
Plan InfoCoverage detail depth67134%10.7s
EnrollmentDependent age edge case58971%8.9s
Claim StatusAppeal process inquiry51292%5.2s
Eligibility CheckOut-of-network query44745%12.1s
ID CardReplacement rush request39119%7.5s

True Deflection Rate — 60-Day Trend

Monthly Cost Savings by Intent

Handoff Latency vs Session Volume