Use a three-pass review to approve, revise, or reject an AI-generated support reply. through a worked activity.
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. Draft Replies: Fluency earns attention; verified facts earn the send. The common shortcut is to trust the AI artifact because it is coherent. Coherence is not the same as customer-specific truth, verified ownership, or a safe promise. Before AI summary: "Customer has billing issue. Sent article." After Structured note: "Invoice doubled after 12-seat renewal; customer disputes quantity; article sent but…
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