Playbook: support

Support workflows using AI for drafts and knowledge lookup—never for inventing policy or bypassing escalations.

Wrong support answers create chargebacks, safety issues, and churn. Groundedness beats clever tone.

May draft: replies from approved KB; rephrases; ticket summaries. Must human / tool: refunds, account changes, legal threats, self-harm, security incidents. Verify: KB citation IDs; customer identity per policy.

Bot suggests a reply with article link; agent confirms it matches the customer’s plan tier.

List 5 ticket types that must never auto-send.

⚠️ Myth: Empathetic tone fixes wrong facts.

✓ Reality: Tone without truth harms more.

• Course 09 groundedness; Course 10 agents; Course 29 crisis pointers
• OWASP LLM apps: https://owasp.org/www-project-top-10-for-large-language-model-applications/ ↗