Give the Agent a Draft, Not the Send Button

An agent can save time on repetitive customer-support follow-ups without deciding what a customer hears. Start with one narrow workflow: turn a support note into a draft reply, with the relevant source material attached for review.

For a one-week trial, the agent proposes; a named teammate checks the claims and chooses to edit, approve, or discard. Track whether the draft is usable, what reviewers correct, and whether they can verify its claims quickly. The riskiest assumption is that the source context is clear enough for a useful draft—not just fluent wording.

If unsupported details appear or reviewers can’t trace a claim, pause the workflow and fix the input or source handling before expanding it. Otherwise, use the review notes to improve the next version. The first win isn’t autonomous sending; it’s learning exactly where a human’s judgment still matters.