AI-Native Support Tools Hit 50-70% Tier-1 Ticket Deflection — Cost Per Ticket Drops from $8-15 to $2-5

Twig·medium signal

Production deployments of AI-native support platforms (Twig, Forethought, Fini) now achieve 50-70% tier-1 ticket deflection rates with resolution rates of 67-89%, using RAG pipelines, confidence scoring, and playbook-based resolution logic. Cost per ticket drops from $8-15 (Zendesk + human agents) to $2-5 (AI-native blended model). These platforms integrate with existing Zendesk, Salesforce, Intercom, and Freshdesk stacks rather than replacing them outright — the cannibalization is happening at the agent labor layer, not the platform layer.