External communication
Customer Interaction
Assist service and communication while preserving disclosure, escalation, review, and customer recourse.
Customer-facing use cases can improve responsiveness, but errors affect trust directly. Boundaries, disclosure, and escalation must be designed before automation expands.
Candidate workflows
- agent-assisted response drafting
- bounded self-service for routine questions
- conversation summarization and routing
- personalization within approved data and policy limits
Evidence to gather
Measure response time, resolution, escalation, corrections, customer satisfaction, inappropriate output, and the effort required for human review.
Staying in charge
Delegated: retrieval, drafting, classification, or routine responses within a defined scope.
Monitored: accuracy, tone, disclosure, escalations, complaints, and outcomes for affected customer groups.
Accountable: the service owner remains answerable; trained staff can take over, correct records, and provide a clear route for customer recourse.