Re:Why outcome-billing makes sense for AI Agents
by rajvarkala on Thursday December 18, 2025 @03:30AM
(#46310211)
One reason slack exists is because of capacity and utilization, less slack -> higher wait times in peak times.
Is slack intended for Employee welfare? Come on, we are talking corporate here.
The support services are already regimented - L1, L2 etc. I am not a fan of AI either, but it may be a new reality.
Re:Why outcome-billing makes sense for AI Agents
by _DeadFred_ on Friday December 19, 2025 @08:09PM
(#46332837)
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.
Re:Why outcome-billing makes sense for AI Agents
by rajvarkala on Saturday December 20, 2025 @12:33AM
(#46333866)
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.
That will be a big claim.
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.