CURRENT

There's a finding from a customer service deployment that kept resurfacing as we built this issue. A team automated its routine tickets and watched efficiency climb. Nobody tracked what happened to the queue that remained. Those cases weren't just fewer. They were harder, stranger, more emotionally loaded. The humans were doing a fundamentally different job, and the dashboard never showed it. That's one team's story, but the pattern underneath it is everywhere right now. The agent finishes, something stays behind, and we don't have good language for what that something is. This issue is our attempt at building some.