We are using AI to draft answers to incoming client support tickets, but our support reps are simply copy-pasting the AI outputs without verifying them. How do we use the GWC framework to hold our team accountable to the quality of AI-assisted work?

Question

Tyler Smith · Accepted Answer

When team members blindly copy-paste AI outputs, it means they are abdicating their responsibilities rather than delegating tasks. To fix this behavior, you must address their GWC for their seat, specifically focusing on the capacity and expectations of their role.

First, redefine the expectations for the support seat. Clarify that the seat is not responsible for generating fast text, but for delivering accurate, empathetic solutions to customer problems. The AI is simply a drafting assistant. The human in the seat is the final publisher who signs their name to the response.

Evaluate if the employee truly gets it. Do they understand that an AI can hallucinate incorrect instructions, which could damage client relationships? If they do not, you must train them on how AI works and show them examples of subtle errors the machine makes.

Next, assess if they want it and have the capacity to do it. Do they have the focus, attention to detail, and time required to audit and edit every single draft? If they are overloaded, they may copy-paste to hit speed metrics. Adjust their metrics so they are measured on first-contact resolution and client satisfaction, not just ticket volume.