Where it helps and where it damages.
WHERE IT HELPS
Drafting responses for a person to review and send Summarising a long enquiry Finding the relevant policy or article Categorising and routing incoming messages Translating Producing help articles from repeated questions
WHERE IT DAMAGES
Replacing the human contact customers value Handling complaints Anything requiring judgement about an exception Automated responses that do not answer the question
THE CRITICAL DISTINCTION
AI drafting for a person to send is almost always safe.
AI responding directly to customers requires considerably more care.
WHAT CUSTOMERS NOTICE
A response that does not address what they asked Generic language Being unable to reach a person
Any of those costs you the customer.
THE RULE FOR SMALL BUSINESSES
Your advantage over larger competitors is that a person answers.
Do not automate that away to save minutes.
WHAT TO AUTOMATE INSTEAD
The preparation: finding the information, drafting the reply, summarising the history.
