Example: preparing a support response
Input and permitted action
Read an authorized ticket and the relevant approved help content. Identify the issue, retrieve guidance, and prepare an answer draft.
Human review and output
An agent checks the cited guidance, customer context, and tone. They edit and send the answer or escalate the case.
Retained record
Keep source references, the draft, any escalation reason, and the reviewed response under the agreed access and retention rules.
Send source gaps to the content owner
When sources are missing, outdated, or conflicting, the workflow should send the question to a person. Keep a list of recurring gaps for the content owner to resolve. Customer-specific material must remain subject to its original access restrictions.
- One support category and a maintained source library for the first pilot.
- Escalation rules for sensitive, disputed, or unsupported requests.
- No unapproved refunds, policy exceptions, account changes, or promises.
- A content owner who can correct guidance and retire old versions.
Include verification time in the pilot
Compare preparation time, source relevance, corrections, and escalations with the current process. Include ambiguous questions and requests the assistant should decline. Measure the time agents spend checking the draft as well as the time spent producing it.