Ask the tool to organize the request, identify missing information and distinguish facts from assumptions. Have a staff member review that outline before deciding how to respond. Do not allow the system to convert an unanswered question into an invented detail merely to produce a complete-looking response.
My view is that this kind of assistance can improve service and free staff for more valuable work. It gives people a clearer starting point while keeping the decision with the person who understands the business. Test the approach on a small set of requests and measure whether it reduces follow-up confusion. Better questions can be a more dependable benefit than a faster answer to the wrong problem.
Eric Kuvykin
Publisher and editorial director covering payments, fintech, merchant services, banking, AI, technology and operating strategy for small and medium-sized businesses.