Peak Performance: Why Alignment Needs a Sense of Timing
A support ticket does not usually fail because every message was bad. More often, it fails because one reply arrived at exactly the wrong moment: the bot misunderstood a frustrated customer, repeated a stale answer, missed the escalation point, and then ended the interaction with something sterile enough to pass a benchmark but useless enough to make the customer leave. The average quality may look acceptable. The experience still feels broken. ...