Say the Human Check Out Loud
Use a three-pass review to approve, revise, or reject an AI-generated support reply. through a dialogue activity.
Teammate T Support peer 1 Open 2 Clarify 3 Commit Maya has 19 refund tickets in the queue and the AI draft sounds polished: "Your refund has been processed." The order history only shows "refund requested." One careless click creates a false promise, a reopened ticket, and a chargeback threat. The line you choose changes whether AI speeds resolution or compounds confusion. checks before send 0 unverified promises Draft Replies conversation move 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…
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