A model is not a role
Selecting a model says little about the work it should perform. Define its input, expected output, acceptable uncertainty and accountable owner.
Give AI one bounded responsibility
Describe what starts the task, which information AI may use, what decision it supports and when a human must intervene.
Triage without silent decision-making
Context
A support team wanted AI to reduce time spent reading and routing requests.
Decision
AI could classify and summarise, while priorities and customer commitments remained human decisions.
Action
The pilot logged confidence, routed uncertain cases to a named queue and compared outcomes with a human baseline.
Takeaway
A narrow role made the pilot safer to test and easier to improve.