PracticeWorking with AI: Delegation & Oversight
Fix the claim
The 96% green light
The situation
The team sells software to business customers. Its AI drafts support replies. The current live workflow requires a human to check every draft before sending. Nobody is proposing that this draft-only system is entirely untested. The question is whether to remove checks, and for which workload.
Maya · Product lead: “Can we put this sentence on the launch page?”
“Our test shows the AI can resolve 96% of all customer requests without a human check.”
What you can see
E01 · Headline
An offline test used 200 historical English email requests from existing customers. Reviewers judged 192 proposed replies acceptable. No test reply was sent to a customer. “Acceptable” means correct issue identification and a supported response with no prohibited account change or unsupported promise.
E03 · Boundaries
The test excluded live chat, multilingual requests and a forthcoming new product channel.
Step 1 of 2
Which replacement can the team support with this test?
Your first choice is kept. Changing your mind later counts as a retry.