Refund Desk Copilot or Autopilot?
Decide when a customer-service AI use case should augment agents before any automation is attempted.
Refund backlog, live customers, policy exceptions, and one tempting automation pitch. Maya needs a Monday pilot for delayed-refund tickets. Which move fits use-case discovery, augment-versus-automate judgment, and ROI framing? Let AI auto-approve all refunds below a fixed dollar threshold so the queue disappears quickly. Fast, but too blunt. It skips discovery of policy exceptions, fraud signals, and customer context. The principle violated is decision-risk fit: money-moving actions need controls before automation. Pilot AI-drafted replies with policy retrieval, agent approval, and metrics for handle time, re-open rate, and escalation. Right. This augments the agent first, makes the decision owner visible, and…
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