MCCM Wiki
AI for customer support drafts
Use AI to draft support replies from a template and knowledge snippets, then require an agent review before send. Measure time-to-reviewed-reply and reopen rate.
Why this matters now
Teams stall on ai for customer support drafts when nobody owns the next step. Name the owner before you pick a tool.
Practical steps
1) Write the job in one sentence. 2) Baseline the current time or error rate. 3) Design a reviewed workflow. 4) Run a 6–10 week pilot. 5) Keep or kill based on the KPI.
Risks to avoid
Do not expand scope mid-pilot, skip human review, or paste personal data into unapproved tools.
Related MCCM work
Pair this page with an AI audit, a clear pilot KPI, and GDPR-safe prompt rules.
Done looks like
The owner can show the KPI trend and the review gate without opening a slide deck.