If you do not sit on a queue, skim and leave. If you do, AI is useful as a first draft from answers your team already stands behind.
Aside. The robot does not get your badge. Your manager still reads the email with your name on it.
This is not “set up always-on support for your shop for $25/mo.” Staffing, refunds, and brand risk are still a human problem. A bot that is wrong at 2 a.m. is still your company’s voice.
The library, not the personality
Take last month’s tickets you were proud of. Turn each into a card: situation, facts you may use, words you may not use, a sample reply. Ten cards beat a “brain” that invents a warranty.
Packet
You draft a first-line reply I will send.
Use only this card and the ticket text.
If the ticket does not match the card, reply ESCALATE and say why.
Do not invent a policy, a timeline, or a discount.
CARD:
[paste]
TICKET:
[paste]
Handoff
When it is angry, legal, medical, or “make an exception,” you stop drafting and you get a person. Speed is not the metric. Wrong-and-fast is how queues become incident channels.
Try this today
One ticket type. One card. One draft you edit. Time-to-send can drop. Ownership does not.
You are done when
You have one card and a rule for ESCALATE that you would defend to your lead.