Dialpad × Austin FC
Dialpad x Austin FC, 68% deflection unlocks 24/7 fan support
68% call deflection rate
Sole person fielding every call to AI handling routine volume around the clock
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Why it works
The story earns its New Capability tag because Austin FC went from a single human handling all calls with no after-hours coverage to an always-on AI agent that operates at any hour, which was genuinely impractical before. The concrete before-state, a named staffer as the sole call handler receiving 150-plus calls on big event days, makes the problem legible and the 68% deflection figure lands with real weight. The human-interest opening, a staff member able to help a fan in heat distress because she was not tied to the phone, is an unusually effective way to make an operational metric feel human.
Steal this
Open with a specific human moment that would have been impossible under the old system, then reveal the metric that made that moment possible. It reframes a deflection rate as a story about presence, not productivity.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Dialpad's published work; we link to the source and lead with our analysis.