GLOSSARY
Generative AI
Generative AI produces content such as text, images, audio or code from learned patterns and current inputs; the generated content can contain factual errors.
More options change the decision work
For a difficult customer objection, generative AI can draft different responses: a factual clarification, an explanation of value or a proposal to change the scope. This can widen the range of available actions. It also creates selection work and a need to check for unintended commitments. Many polished suggestions are not progress if they all rely on the same mistaken assumption about the customer’s interests. The starting situation therefore needs a clear description that can be examined.
Assess the practical effect of the draft
A useful draft preserves facts, tone and negotiating room. It should not add discounts, deadlines or capabilities that have not been authorised. Grounding can support its factual basis; human approval is an important design option for consequential statements. A practical trial compares different situations and records the revision actually required. Measure time to a usable result. If checking takes longer than writing the response directly, the apparent acceleration is questionable. The final wording must fit the customer relationship and the organisation’s permitted scope of action.