When policy runs out: should AI support bots decide edge cases no one approved?
ElphieJ · reddit · 2026-11-12
A developer building support automation for a small shop asks what an AI bot should do when a case falls outside policy: returns allowed within 30 days, but a customer reports damage at day 35. Refunding invents an exception; refusing makes an unapproved decision. The author argues 'a human needs to look at this' is often the right answer and asks how small businesses draw the AI-vs-human line.
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