Pause Before AI Gives Policy Advice
Separate AI-assisted drafting from human ownership of a policy exception decision.
A refund escalation is moving fast. What should Rina ask AI to do? The customer wants a policy exception. Which AI move keeps capability, limits, and verification in the right places? Ask AI to draft two empathetic replies from the approved policy excerpt, then have the manager decide whether an exception is allowed. Right. This fits the model to a drafting task, grounds it in an approved source, and keeps the consequential policy call with the accountable human. Paste the full ticket history and ask AI whether the refund should be approved. Weaker. It exposes more customer data than needed…
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