Use case: an AI assistant that prepares service requests for a human team

Define the boundary

The assistant gathers information and drafts a request. It does not promise an SLA, change customer records or make sensitive decisions unless those actions are separately authorised and controlled. Users can reach a person when the guidance is insufficient.

Connect approved information

Use maintained service descriptions and support guidance. Give each source an owner and remove obsolete instructions. If the assistant cannot find a supported answer, it should say so and include the unanswered question in the handover.

Design the request handover

Capture the issue, affected service, impact and safe diagnostic context. Connect to the ticket system through a controlled integration. Validate required fields and handle duplicate requests or integration failures.

Evaluate the pilot

Measure whether requests contain useful information, whether guidance is supported by sources and how often escalation works correctly. Include human review effort and user feedback. Test confusing questions and attempted disclosure of restricted information.

Next step

Choose one request category and prepare representative, anonymised examples. This scenario describes a possible implementation, not an existing client deployment or a guaranteed reduction in support workload.