The question isn’t “can we add AI?” It’s “which queue disappears if we do?” If the answer is vibes, we wait. If the answer is minutes saved every day, we design the loop carefully.
Jobs that earned a model
- 22 min — saved / triage day (ops inbox)
- 91% — suggestions accepted (with human confirm)
- 0 — auto-sends to clients (hard rule)
Go / no-go checklist
| Signal | Go | No-go |
|---|---|---|
| Queue length | Measurable daily | Anecdotal only |
| Failure mode | Human can override | Silent wrong action |
| Data | In-policy corpus | Scraped leftovers |
| Success metric | Minutes / errors ↓ | “Feels smarter” |
Keep a human in the loop
// triage.ts
type TriageSuggestion = {
label: string;
confidence: number;
rationale: string;
};
export function applySuggestion(
s: TriageSuggestion,
confirm: boolean
): "applied" | "rejected" | "needs_review" {
if (!confirm) return "rejected";
if (s.confidence < 0.72) return "needs_review";
return "applied";
}
// Never auto-send. Never invent PII. Log every accept/reject.
AI is a tool with a job description. Without one, it’s a slide — and Friday stays heavy.
“Which queue disappears if we ship this?”