An AI assistant can sort email and suggest replies. Keep a person responsible for what reaches the customer.
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Write down when the assistant must stop and escalate.
Use historical messages with known outcomes. Check incorrect promises and missed escalations, not just fluent writing.
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Compare manual drafting with review and correction time. A fast draft is useful only when the final reply is accurate.
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Begin with low-risk categories. Record edits and errors, then expand only when the checks hold.
Choose one email category and document the escalation rules. Review the complete guide before connecting a live inbox.