| Task | Starting material | Human check |
|---|---|---|
| Reply drafting | Invented ticket and approved FAQ | Check policy and customer context |
| Request classification | Sample tickets | Check ambiguous categories |
| Escalation | Unresolved requests | Identify a human owner |
What could a practical exercise look like?
Provide an invented ticket and a short return policy. Ask for a reply with the supporting policy passage. Add a request the policy does not cover. The team must identify the gap and prepare an escalation rather than promise an exception.
What working document could the team keep?
A source-linked response template and an escalation checklist.
What needs particular care?
Customer information and complaints can contain personal or sensitive data. Use approved examples, limit access and keep human approval for refunds, commitments and exceptions.
What should you prepare before the session?
Bring one representative task and explain who performs it, which sources are available and who reviews the result. Agree the tools and documents authorised for the exercise before sharing anything. The final programme, trainer, dates and quotation are defined during scoping.
