Glossary
What is Call deflection?
Call deflection is the share of inbound calls that are fully resolved without reaching a human staff member. A high deflection rate means patients are getting answers and booking appointments while the front desk stays free for in-person work.
By Alex Le, Echo product teamUpdated July 2026
The goal is not to avoid patients. It is to resolve routine calls (scheduling, reminders, directions, basic questions) automatically while still escalating anything clinical or urgent to the right person.
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