Earlier quoted context omitted.
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 t…
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.
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.