# Customer service AI drafting pilot

## Scope and control
- Ticket category:
- Pilot owner and reviewers:
- Dates and eligible ticket cohort:
- Approved AI service and storage:
- Actions excluded: sending messages, refunds, account changes
- Immediate pause conditions:

## Approved source register
| Source ID | Title / location | Version | Effective date | Owner | Applicable transactions | Review date |
| --- | --- | --- | --- | --- | --- | --- |
| P01 | | | | | | |

## Case packet
- Redacted case ID:
- Customer request and requested outcome:
- Verified facts and evidence locations:
- Customer-reported facts not yet verified:
- Relevant event and request dates / timezone:
- Applicable policy passage / transition rule:
- Missing information:
- Escalation trigger and responsible role:

## Reviewable output
- Intent:
- Relevant source IDs and exact passages:
- Date calculation, method, and assumptions:
- Proposed next step, requiring approval:
- Customer-facing draft:
- Actions actually verified as completed: none unless evidenced

## Reviewer checks
| Check | Pass / correct / N/A | Correction and evidence |
| --- | --- | --- |
| Facts and policy applicability | | |
| Complete answer / no invented action | | |
| Escalation and missing inputs | | |
| Privacy and appropriate tone | | |
- Reviewer, approval, and time spent:

## Pilot result
- Eligible cases and comparison method:
- Preparation / review / correction / rework minutes:
- Same-issue reopen window and numerator / denominator:
- Critical errors and response:
- Keep, revise, or pause; owner and review date: