If the AI does all the easy tickets, there's no easing in new hires, so that process is going to be more expensive, so I better get discounted for that hit.
If there is zero slack, and only the hardest parts, this is no longer the job it was before. Salaries will have to go up, or retention will go down. In addition these jobs could already be awful when there was some slack, removing all slack tasks to AI is going to make them miserable so average customer interaction once they get to a human agent is probably going to be worse so your customer satisfaction will take a hit. So I better get discounted with that reputational hit.
It's like the 'have AI pick the tomatoes it can, and the field worker the rest'. Picking the easy tomatoes is factored into the job. Having the ai pick the easy ones could break the whole model. Of having zero slack for the workers could break them and result in no one showing up to jobs where AI has done the easy picking.
You sound incredibly short sighted. Yeah slack and making sure people don't just get unwinnable tickets all day is important for retention. And if your company needs more than warm bodies reading a script, yeah, you account for it.
Most machinery you can't run 100% capacity. Most machinery you can't run 24/7. You schedule load. You schedule downtime. And the higher the capacity, the more the machine costs. If you aren't aware of this for your people you are failing at your job.
Not sure I follow. But, the first paragraph is interesting.
You are saying, employees stick around if they are given easy tickets, and companies care about passing along easy tickets so warm bodies do not churn.
If there is zero slack, and only the hardest parts, this is no longer the job it was before. Salaries will have to go up, or retention will go down. In addition these jobs could already be awful when there was some slack, removing all slack tasks to AI is going to make them miserable so average customer interaction once they get to a human agent is probably going to be worse so your customer satisfaction will take a hit. So I better get discounted with that reputational hit.
It's like the 'have AI pick the tomatoes it can, and the field worker the rest'. Picking the easy tomatoes is factored into the job. Having the ai pick the easy ones could break the whole model. Of having zero slack for the workers could break them and result in no one showing up to jobs where AI has done the easy picking.