1/23/2026 at 11:41:38 AM
We implemented an AI-powered customer support triage system that initially looked promising in testing. In production, it actually increased our support costs by ~30% because:The AI would confidently misroute 15-20% of tickets, requiring human review of ALL AI decisions and the Customers lost trust after a few bad experiences and started explicitly requesting human agents also Support agents spent more time correcting AI mistakes than they saved
The breaking point was data quality - our training data was too clean compared to real customer queries. We ended up rolling back to rule-based routing with AI as an optional suggestion tool instead.
by rtbruhan00
1/23/2026 at 12:08:52 PM
This is such a classic failure mode: even a 15–20% confident misroute is brutal because it forces “review everything,” kills trust, and increases repeats/reopens.When you rolled back, did you keep AI as suggestions only + rules-based routing? And what metric exposed it fastest for you: recontact rate, handle time, or escalation to humans?
by kajolshah_bt
1/23/2026 at 11:49:05 PM
did you generate this reply with chatgpt or do you just naturally like to construct sentences like AI?by Yiin
1/26/2026 at 1:25:55 PM
Even the OP was ChatGPT - he couldn’t even be bothered to remove the quote at the end.by LEDThereBeLight