r/AI_Agents: A Client Paid Me to Rip the AI Out of the Ticket-Routing Tool I Built — Trust and Predictability Beat Accuracy in Production

An agent builder with roughly 40 client deployments recounts being paid to remove AI from a ticket-routing tool for a 15-person support team: the AI's routing accuracy matched human routing, but staff could not predict when it would be wrong, eroding trust to the point of rejection and rollback. The replacement was a deterministic rules-based system with lower average accuracy but fully predictable failure modes, which the team adopted and used reliably. The post frames this as a recurring structural failure mode for production agents—user adoption requires explainable, predictable errors, and measurable accuracy alone does not determine whether AI survives contact with real users.