Heard this week: an AI support rollout that didn't tank CSAT

Heard this week: an AI support rollout that didn't tank CSAT
Word is most hosts that bolt on a support chatbot watch satisfaction crater. A source tells us one provider did it the opposite way — and has the numbers.
They trained the bot only on documented, low-stakes tickets — password resets, DNS basics, billing — and hard-routed anything ambiguous to a human in under 30 seconds. No 'are you still there' loops, no trapping people.
The outcome: the bot deflected 41% of ticket volume, human agents got their queue cut nearly in half, and CSAT actually rose two points because the easy stuff resolved instantly and the hard stuff reached a person faster.
Unconfirmed, but a rival's 'deflect everything' bot reportedly cost them a 9-point CSAT drop.
Watch this: scoped deflection beats blanket deflection, with receipts.