A forward-deployed AI field brief
Forward-Deployed Engineering 路 Proposed pilot
This field brief shows how I would help a support team prepare policy-aware refund replies for human review.
What I would own
I would work with operators to map how refunds are handled, agree on success criteria, and build a bounded drafting step that brings together ticket context and approved policy. I would evaluate it against representative cases, then hand the team an operating guide and ownership of the case set.
What the pilot would enable
An operator could review a proposed reply alongside the policy it relies on and retain control of replies and payment actions. The team could compare handling time and policy errors with its existing process before deciding whether to expand.
Why scale would matter
Once multiple operators rely on the workflow, a policy change or missed exception can affect many replies. Before expanding, I would agree on who updates the policy and evaluation cases, how operators flag failures, and how the team disables the workflow.