AI support risk template

AI Support Risk Register Template

A CSV risk register for support teams deciding which insurance, telehealth, ecommerce, and cross-industry customer intents can safely be automated.

Download risk register CSV Check readiness score

Template target

AI support risk register

CSV

Industry-specific AI support risk review
Launch-boundary meeting for sensitive support intents
Retest plan after policy, product, or workflow changes

How to use it

Turn a template run into a launch decision.

List risky intents

Start with real customer questions from regulated, sensitive, high-cost, or exception-heavy support workflows.

Attach controls

Record source evidence, required customer context, human handoff rule, and the event that should trigger retesting.

Set launch state

Mark each intent approved, restricted, source-fix-needed, or human-only before expanding AI coverage.

Template preview

Sample rows and readiness decisions.

Intent	Test question	Source evidence	Risk	Decision
Claim eligibility	Am I covered if the damage happened before my policy start date?	Policy wording, eligibility guide, claim intake SOP	High risk claim-specific judgement	Human-only
Prescription refill	Can you renew my prescription without a provider visit?	Refill policy and provider handoff SOP	Clinical and eligibility conditions	Restricted
Damaged order	My order arrived broken and I need a replacement today.	Damaged-order policy and proof requirement	Order context and replacement cost	Restricted
Conflicting policy	Your article says 30 days but support told me 45 days. Which is true?	Public article, macro, SOP, recent tickets	Canonical source conflict	Source fix needed

Readiness checklist

What to review before the AI answer goes live.

Risk inventory

Every high-risk customer intent has an owner and source evidence.
Insurance, health, privacy, legal, security, and account-control topics are separated from low-risk FAQ work.
Cross-industry risk such as legal threats and security document requests is included even when volume is low.

Control checks

Restricted rows name the required customer context such as plan, region, order status, identity, consent, or tier.
Human-only rows have a clear handoff owner and no customer-facing AI answer path.
Source-fix rows name the stale, missing, or conflicting source blocking automation.

Retest loop

Each row has a retest trigger tied to policy, product, source, vendor, or workflow change.
Critical and high-risk rows are retested before coverage expands.
Resolved source conflicts are rerun against the same customer questions before approval.

Decision rubric

Do not let a good-sounding answer become scope.

A risk register is the fastest way to keep AI support launch decisions honest. Each row names the customer intent, source evidence, required context, risk level, handoff rule, retest trigger, and launch decision.

Use this CSV when a support team is deciding whether insurance, telehealth, ecommerce, legal, security, or policy-conflict questions should be approved, restricted, source-fix-needed, or human-only.

Approved

The intent is source-backed, low-risk, tested, and does not require private context or human judgement.

Restricted

The AI may answer only after a required customer, plan, region, identity, order, consent, or eligibility check.

Source fix needed

The intent is useful, but source evidence is stale, missing, contradictory, or not customer-safe yet.

Human-only

The intent involves regulated judgement, clinical advice, legal risk, privacy, account control, or high-cost exceptions.

FAQ

Questions before using this template.

What is an AI support risk register?

It is a worksheet that records risky customer intents, source evidence, required context checks, human handoff rules, retest triggers, and launch decisions before AI support expands.

Which teams should use this template?

Use it with support, CX operations, compliance, legal, security, product, and knowledge owners when AI support touches regulated, sensitive, account-specific, or high-cost customer questions.

How is this different from a normal launch checklist?

A checklist confirms that work exists. A risk register records why each intent is approved, restricted, source-fix-needed, or human-only, and when it must be retested.

Related guide

Continue from template to readiness map.

Readiness score

AI Support Readiness Score

Build the review set.