Seeing AI take action after a request made me wonder why the customer still had to explain the problem first.
I considered using past cases and their outcomes to propose an action when the same conditions or an error appear. The next steps would be consent, action, and a support case if needed.
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I now distinguish two kinds of work. When a product or process creates an avoidable inquiry, change the cause. When the need depends on a customer’s situation, test whether the company can recognize the conditions, propose a specific action, get consent, and follow up if the issue persists. A case may need both.