Support drafts that cite the help centre

From constraint to handover

1. Challenge

   A product team wanted faster replies without sending unchecked model text to customers.

2. Approach · 01

   The team wanted shorter replies without putting unchecked model text in front of customers. The pilot drafts from the help centre, shows the source, and waits. An agent sends it. The pilot was the decision point, not a permanent fleet of agents.

3. Approach · 02

   Continue, narrow, or stop were all acceptable endings. The scope said so at the start. Model spend was not folded into the hour. The hour was the loop: retrieve, draft, cite, wait.

4. Approach · 03

   A larger agent build would be a different line, taken only if the pilot showed the queue was the right one. Wanting speed was not enough. The source had to exist, and a person had to remain responsible.

5. Result

   An AI pilot that drafts from the help centre, shows the source, and waits for an agent to send. The pilot was the decision point, not a permanent agent fleet.