Choose a bounded first workflow
A practical first scope is ticket summarization, suggested replies, or finding the relevant policy for a support agent. Connect the knowledge sources and customer context required for that task, without giving the assistant access to unrelated records.
Make handoff part of the product
Define which topics must go to a person, when the assistant should say it lacks evidence, and how a failed tool call is handled. Agree what can be drafted and what may actually be sent or changed.
Measure quality and effort together
Compare a baseline for handling time, reviewer edits, citation accuracy, escalation, and customer outcomes. A fast answer that is wrong or impossible to use is not a successful resolution.
What to bring to discovery
Bring anonymized sample tickets, approved policy content, existing support tools, request volume, languages, and a support owner who can judge representative responses.