"Deflection" in the customer service world means when you prevent a customer from talking to a human. It's a critical metric for CSR orgs. Often you improve deflection rates by putting hurdles between a customer and a rep. If you're being generous those hurdles are helpful because they consist of "Did you try this? Have you read these related articles?" and can solve people's basic problems without taking up valuable human time.

I am highly skeptical of this article because it doesn't mention deflection at all. There are other GPT powered B2B2C companies (e.g. https://yellow.ai/) which are entirely focused on deflection. It's not a huge logical leap to ask, if you can use a chatbot to turn an unskilled worker into a skilled worker, what exactly is the human adding? In many cases the answer is 'not much' or 'nothing.' You can completely replace a low skilled worker with a chatbot some economically viable percentage of the time.

Because of this the claim that "the less experienced and less skilled workers [will] benefit the most" is suspect.