AI is most useful in a workflow when it has a specific job. Rather than asking it to handle an entire process, give it one bounded task between two predictable steps.
Summarize without losing the source
A long support message can become a short summary that helps a teammate get oriented. Ask for a consistent format: the issue, what the customer has tried, and what they need next.
Keep the original message attached. Summaries can omit details or misinterpret intent, so they should support a person’s judgment rather than replace the evidence.
Route with a sensible fallback
Categorization works best with a small, well-defined set of destinations. Give each category a clear description and examples that distinguish it from the others.
Include an “unclear” route for requests that do not fit. Sending uncertain cases to a human review queue is better than confidently routing them to the wrong team.
Draft first, review before sending
Drafting a welcome message or content brief can save a teammate from starting with a blank page. Provide the audience, tone, and facts that the draft must use.
Keep a review step for customer-facing messages, especially when they involve promises, pricing, or sensitive information. Test outputs with realistic examples before deciding how much independence the step should have.
The takeaway
Give AI a clear job, preserve the original context, and decide where human review belongs.
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