Make the launch call

Recommendation: Go with Conditions

While the pilot demonstrated strong operational impact—reducing median first-response time by 41% (beating our 30% target) with a 64% acceptance rate—we failed two mandatory launch criteria:

1. Accuracy (Criterion 2): Harmful/wrong drafts hit 1.8% (9/500) versus the $\le$1.0% threshold.
2. Refund commitments (Criterion 3): Two drafts explicitly promised refunds, violating our zero-tolerance policy.

However, these failures are isolated and addressable. Six of the nine errors were caused by August reference data lacking the September 1 price changes, and both refund commitments originated in billing workflows.

Rather than cancelling Friday’s 42-agent training or delaying the productivity benefits across the entire organization, we should launch on Monday under the following three conditions:

Launch Conditions

1. Disable AI drafting on the Billing queue for Monday: Billing represents 38% of volume and contains almost all our critical failure points (pricing errors and refund risks). We will launch exclusively to the remaining three queues (62% of ticket volume), where accuracy meets our threshold. 2. Implement deterministic refund guardrails by Friday: Deploy a hard system-prompt restriction and a post-generation regex/keyword filter that blocks or drops drafts containing refund commitments before reaching the agent. 3. Update agent training on Friday: Keep Friday’s training on schedule. Explicitly train agents on: - The pilot's phased rollout (Billing queue excluded initially). - Known minor bugs (Welsh-language tickets defaulting to English; manual table reformatting required). - Strict agent accountability as the final human reviewer for every sent message.

Path to Full Billing Rollout

Engineering will ingest the post-September 1 pricing documentation and run a targeted 200-ticket eval on billing drafts next week. Once billing tickets achieve $<1\%$ error and 0 refund promises, we will enable the feature for the billing queue.

This approach protects Ledgerly’s financial liability and customer trust while immediately capturing significant speed improvements for over 60% of our support volume.

Recommendation: No-go for the all-agent launch on Monday

The pilot demonstrates value, but we have not met the agreed safety gates. Agent review is a safeguard—not a substitute for those gates.

Seven of eight pilot agents want to keep the feature, which supports its usefulness. However, catching the refund promises before sending does not satisfy the requirement that no draft make that commitment.

What must change before launch

• Refresh billing reference data with current prices and verify retrieval uses it. Six of nine harmful drafts used old prices, suggesting a concentrated, fixable problem—but we must also investigate the remaining three.
• Enforce the refund restriction, with testing that shows prohibited commitments are blocked before drafts reach agents. Agent training alone is insufficient.
• Rerun a representative 500-ticket evaluation after fixes. Require no more than five wrong or harmful drafts and zero refund commitments; explicitly cover current pricing and refund requests.
• Handle known quality defects: route Welsh-language tickets to manual drafting until language support is verified; suppress tables or fix their formatting.

Monday plan

Keep Friday’s training, but frame it as readiness training, not a launch commitment. Until safety fixes are verified, pause AI drafting for billing and use manual replies there.

Billing represents 38% of tickets, so excluding it is a material scope change. Any continued non-billing pilot should be explicitly approved, safety-validated, monitored, and reversible—not presented as meeting the original launch criteria. Reassess full rollout once the gates pass.

Recommendation: Go with conditions; otherwise no-go for Monday.

The pilot met two launch criteria: 64% of drafts were accepted as-is or with minor edits, above the 60% target, and median time to first response fell 41%, exceeding the 30% target. Seven of eight agents also want to keep the feature.

But the launch does not currently meet the safety criteria. The eval found harmful drafts in 1.8% of cases, above the 1% ceiling. Six errors came from outdated billing prices—a significant exposure because billing handles 38% of tickets. And two drafts promised refunds, directly violating the “no draft may commit to a refund” criterion, even though agents caught them.

Before enabling drafts broadly, require: - Updated billing reference data and a rerun of the 500-ticket eval with no more than five wrong or harmful drafts. - A reliable safeguard against refund commitments, verified to produce zero such drafts. - Welsh-language tickets routed away from AI drafting until that issue is fixed.

If those gates pass before Monday, proceed with the launch and monitor closely. If they do not, delay the launch rather than rely on agents to catch known failure modes. The formatting issue should also be addressed or clearly covered in agent training, but it is not the main launch blocker.