Yes. AI can support the preparation around a conversation without replacing the relationship itself. A team might use an approved tool to organize common questions or draft a response that a person checks and personalizes.
Decide where customers should be able to reach a human and which situations need human judgment from the start. Check that the information is accurate and appropriate before it reaches a customer. Good service depends on whether people receive useful, accountable help, not on whether every sentence was typed without assistance.
Further reading
- AI Risk Management Framework
National Institute of Standards and Technology · Publication date not established
Context and limits
Guidance on assessing AI risks, protecting information and keeping people accountable for decisions.
The framework was released in January 2023 and its generative-AI profile in July 2024. These are the resources' release dates, not the webpage's publication date. Citing this guidance does not mean TideProof has been certified by NIST.
Sources explain the background. Examples and suggested next steps are TideProof's own guidance.