Quick check
Guess first, no penalty. A customer says your product made them ill and their doctor is writing a report. What do you do with the AI draft in your queue?
The bot here means any AI that answers customers or drafts replies before a person steps in. Some conversations don't belong in an automated queue. Turn the bot off and take over yourself, or hand the case to the right person, when you see any of these.
- Legal threats. The customer mentions a lawyer, a regulator, small claims court, or a formal complaint.
- Safety issues. Anything involving injury, a faulty electrical product, food safety, or a risk to a child.
- Vulnerable customers. Signs of illness, bereavement, financial hardship, or distress.
- VIP or sensitive accounts. Large contracts, partner accounts, press contacts, and anyone your account team has flagged.
See the tradeoff for yourself in the Reply triage lab. Choose when AI drafts go out without review, turn the escalation rule (always send these cases to a person) on and off, and watch wrong replies and review time move against each other.
A worked example
When you take a case off the bot, leave a short note so the next person doesn't start from zero:
Bot switched off: safety issue.
Customer says the heater they bought sparked and burned their hand.
What they want: a refund and someone to check the product.
What I told them: our safety team will contact them within the time our policy sets.Fill the gaps
Fill the gaps so the note tells the next person what they need.
Note
Bot switched off: . Customer says the heater they bought sparked and burned their hand. What they want: . What I told them: .
Try it
Your steps, about 2 minutes
- 1.Write the signs in your own queue that mean "switch the bot off": one line each for legal, safety, vulnerable and VIP.2 min