Refund Desk Copilot or Autopilot?
Decide when a customer-service AI use case should augment agents before any automation is attempted.
A clean modern customer support floor in bright daylight, a support lead reviewing refund tickets with two agents at laptops, a dashboard glow reflected on desks, open space at the bottom for overlay controls, natural colors, real people, professional documentary style, no text, words, letters, numerals, logos. A support lead is deciding how to handle a backlog of refund tickets. The possible AI roles are full automation, agent drafting support, post-hoc analytics only, or executive dashboarding. Refund backlog, live customers, policy exceptions, and one tempting automation pitch. Maya needs a Monday pilot for delayed-refund tickets. Which move fits use-case discovery,…
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