Learn / Drafting replies for human agents
Is AI better used behind the agent than in front of the customer?
AI writes the first draft, a human edits and sends.
What changes with AI
Lower risk than autonomy and often a bigger net gain. The human catches the hallucination before the customer sees it.
Where it goes wrong
Agents start rubber-stamping drafts under time pressure. Measure edit rate, not just handle time.
Tools suited to this
Drafting is the primary AI feature rather than an autonomous agent bolted on.
Help Scout
Chosen for simplicity rather than power. AI drafts and summaries, not an autonomous agent.
Front
Treats support as team email rather than tickets, with AI on top as drafts and summaries.
Freshdesk with Freddy AI
Cheaper than Zendesk with a comparable feature list. The trade shows up in depth rather than breadth.
These are suitability judgements, not test results. They are based on what each platform is built to do, not on our own measured performance — we have not run tickets through them yet.