Human-Gate Every AI Draft Reply
Use a three-pass review to approve, revise, or reject an AI-generated support reply.
Fluency earns attention; verified facts earn the send. A draft reply is not an answer; it is a candidate answer. The research on proactive response assistance in customer service shows why this matters: useful suggestions often need long-term context, investigative questions, and agent judgment, not just fluent wording. The safest operating model is therefore maker/checker: the model proposes, the support professional verifies facts, policy fit, and next action before sending. The practical mechanism is a three-pass gate. First, source-check the claim against the ticket, account, order, and policy article. Second, intent-check whether the reply moves the case forward or merely…
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