assess self-service coverage against ranked contact drivers across the help center, in-product help, community, and automated answering, analyze search failures and zero-result queries, state containment and deflection with the exact denominator and how abandoned sessions are treated, and define the
assess self-service coverage against ranked contact drivers across the help center, in-product help, community, and automated answering, analyze search failures and zero-result queries, state containment and deflection with the exact denominator and how abandoned sessions are treated, and define the escape path from self-service to a human. use for deflection reviews, help center coverage gaps, ch