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AI productstandard
Design an AI assistant that helps customer support agents answer tickets faster.
How to approach it
Keep a human in the loop, so the assistant drafts replies and the agent checks and sends them. Then design for trust and speed.
How a strong answer opens
“I'd keep a human in the loop: the assistant drafts a reply grounded in our help articles and past tickets, and the agent checks and sends it. The goal is faster resolution without lower quality.”
Outline of a strong answer
Try answering out loud for a few minutes before you open this.
- Clarify the goal: faster resolution without lowering quality
- Users: support agents and their managers
- Feature: suggested reply grounded in help docs and past tickets
- Agent controls: edit, reject, flag wrong answers
- Safety: no promises on refunds or policy without checks
- Measure handle time, edit rate, customer satisfaction
Where this question usually goes wrong
Letting the AI reply to customers directly, or make promises about refunds and policy, without agent review.
Learn the method
Worked answers in Module 7, AI product interviews.
The full kit has worked answers in full, start to finish, for every round type. $129 once.
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