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Deflection rate is the share of support contacts that an automated assistant handles without a person taking over.
A contact is deflected when the assistant answers it and the shopper does not need a person. The rate is that count divided by the contacts the store is measuring. A higher rate means fewer of those contacts reached a person. It does not mean the shopper bought something, and it does not mean the answer was right. A wrong answer that ends the chat still counts as deflected if nobody took over.
The denominator matters as much as the percentage. Some teams count every chat opened. Some count only chats that would have become a ticket. Some exclude chats the shopper abandoned. Two stores can publish the same rate and be counting different events. If a vendor quotes a deflection rate, the useful question is which contacts are in the denominator, and who checked the answers.
Deflection is a support metric. It belongs to the chatbot job: orders, shipping, policies, the questions a helpdesk would otherwise take. It is a poor description of a concierge whose job is to recommend a product. A shopping conversation that ends in add to cart was not a contact you hoped to avoid. It was the sale.
Vorena does not publish a deflection rate. There is no figure on this site for the share of chats that avoid a person, because that is not the measurement the product is built around. The page that separates that support job from selling is Vorena vs chatbots. The category the concierge sits in is described on the AI shopping assistant page.
What Vorena charges
Vorena uses flat monthly plans with a conversation allowance. It is not unlimited. Only Lite ($29 a month, 100 products and 50 conversations) and Starter ($99 a month, 250 products and 500 conversations) can be bought today. A conversation counts toward the allowance when it starts, and the allowance resets monthly. At the limit, the Vorena chat is hidden from the store until the allowance resets next month or the plan is upgraded. Chats already under way can finish. Nothing on Lite or Starter charges for extra conversations. Growth and Scale are coming soon. Plan changes go through Shopify. The pricing page lists both plans.