Build draft replies around three anchors
Use issue, action, and expectation to QA an AI-generated reply before sending it.
The move: review the reply for issue, action, expectation before tone polishing. A draft reply only creates support value when it carries operational meaning works when the agent checks for the support function the customer actually needs, not just for tone. The agent review should be structural, not cosmetic: first confirm the issue is named precisely, then confirm a verified action is visible, then confirm the next checkpoint is explicit. What strong teams do Strong teams treat the AI draft as a first draft of case logic. They preserve warmth, but they do not approve the message until it proves…
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