Illustrative use case, not a completed client engagement.
The starting point
The same questions recur. Answers are spread across manuals, product information and internal notes.
A possible workflow
An assistant searches approved sources, drafts an answer and links its basis. Questions with insufficient information are handed to the team.
What we would measure in a pilot
Source coverage, factual accuracy and time to a reviewed response.
Include these exceptions in testing
- Questions outside the approved sources
- Outdated product information
- Requests involving contractual or goodwill decisions
Keep the decision traceable
For each test case, define what counts as correct and when the system should abstain. The reviewer sees the input, proposal and available supporting information together. Corrections are assessed before further steps are automated. A high success rate alone is not enough: the types of errors and their consequences matter too.
Prerequisites
Suitable sample data, available interfaces and an owner for subject-matter review. Actual integrations are determined after reviewing your systems.