Front AI Support Testing Checklist

Front teams often maintain both internal and external knowledge. Review which articles can ground customer answers and which internal procedures should remain reviewer-only.

If internal notes include shortcuts, exceptions, or sensitive details, the agent should not be cleared to surface them.

Conversation history can reveal how agents solve issues, but support leaders still need one canonical source for the AI to reuse.

Repeated past behavior should be checked against current policy before it becomes a customer-facing AI answer.

Front Copilot drafts and Autopilot sends. Each mode needs its own readiness check: what Copilot can suggest, what Autopilot can send without review, and what always requires human approval.

Start with Copilot-only scope until source evidence, policy fit, and handoff rules are proven.

Front AI should not handle billing disputes, legal complaints, account control, security requests, or complex exceptions without explicit human routing.

The launch map should separate approved routine intents from restricted, blocked, and human-only work.

Write clear handoff triggers for unresolved, sensitive, or missing-source intents. Define when a conversation must move from Autopilot to a human queue.

Retest after knowledge updates, conversation pattern changes, or policy revisions that affect approved intents.