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  "name": "Which customer support issues should never be handled entirely by AI?",
  "description": "Keep people involved in complaints, exceptions, disputed charges, sensitive-data requests, unusual account histories, and decisions outside written policy. AI c",
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      "name": "Which customer support issues should never be handled entirely by AI?",
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        "text": "Keep a human involved whenever the request involves exceptions, complaints, emotional distress, unusual account history, disputed charges, sensitive data, or a decision outside written policy. AI can summarize the conversation and suggest a reply, but it should not quietly make the judgment for you. Context: Run My AI Biz emphasizes approval before bots send messages, spend money, publish content, or take consequential actions. Customer support deserves the same boundary. Key factors: - financial or reputational impact - sensitivity of the information - ambiguity of the policy - customer frustration - reversibility of the action. Practical guidance: Create explicit escalation triggers and pass the full conversation, relevant customer details, evidence, and suggested next steps to the reviewer. Keep automatic replies limited to well-defined routine questions until the handoff process is reliable. Human oversight remains a design feature, not an indication that the workflow failed.",
        "description": "Keep people involved in complaints, exceptions, disputed charges, sensitive-data requests, unusual account histories, and decisions outside written policy. AI can summarize and draft, but consequential actions should require approval and a clear escalation path."
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