Where the time goes
Routine questions and consequential cases arrive in the same queue. Staff repeatedly type the same general answers while complaints, refunds, damaged items, and account-specific questions need careful attention.
Task guide
Prepare useful answers to routine customer questions.
Use your approved business information to prepare a draft answer. Your team checks the details and handles complaints, refunds, or questions that need a closer look.
How the task usually works
- A customer sends a message by email, form, or chat.
- A staff member determines whether the answer is general or account-specific.
- They search policies or repeat a known answer.
- The response is sent, escalated, or held while someone investigates.
What AI can prepare
Classify the request into routine answer, needs account information, complaint, pricing or refund, or human escalation. Identify missing information and prepare a grounded response from approved policy material. The AI must not access or infer customer records it was not given.
What your team checks
A support owner confirms policy, checks customer-specific facts in the proper system, decides refunds or exceptions, and approves external communication when the case is consequential.
The steps
Follow the task from the information you provide to the result your team approves.
- Input
Customer message
- AI-assisted
AI classifies the request and lists missing information
- Risk check
AI prepares a draft from approved policy
- Human review
Human checks policy and any customer-specific record
- System action
Approved response is sent or a support task is created
When a person needs to step in
- Hallucinated policy language can create customer and legal risk.
- Refund, pricing, account, complaint, and safety cases require escalation.
- Private account data should not be copied into general-purpose prompts.
- The workflow needs a clear fallback when retrieval or classification fails.
Keep your existing process available when a draft is wrong, incomplete, or unavailable.
How to tell whether it helps
- Minutes spent per support message
- Percentage correctly routed on first review
- Drafts requiring major correction
- Percentage escalated by category
- Customer completion rate or first-contact resolution, with quality review
Choose what to measure before the test so you can compare it with your current process.
Try it on your own work
This is an illustrative workflow. Start with approved answers to routine questions and review each draft. Track incorrect answers and the cases that need a member of your team.
See illustrative examplesA first step to try
Collect the ten most common routine questions and their approved answers. Test classification and draft quality on past, de-identified examples for one week before using the workflow on new messages.
When another approach is needed
Do not begin with autonomous replies when policy material is incomplete, customer identity is uncertain, or most messages involve account changes, refunds, legal issues, or emotionally charged complaints.
Start with your task
Start with the questions your team answers most often.
Explore a draft plan in the free tool, or request a 15-minute review with Marc to talk through your task and a sensible next step.