Delegating to AI by levels, not all at once

The question isn't whether AI can write an email. It's whether you trust it to go out under your company's name without you looking at it first. The reasonable answer is "not yet", which is why delegation should work in levels.

The four levels

• Observe: it watches what comes in, classifies it and takes no action.
• Suggest: it prepares the reply or the document and leaves it ready for you.
• Approve and send: you give the go-ahead and the system handles the rest.
• Rules: it acts on its own only in the cases you've precisely defined.

Move up a level with data, not faith

After a month at "suggest" you'll know how many suggestions you sent without changing a thing. If it's the large majority for a specific type of case, that type is ready to move up a level. The rest isn't.

Different levels for different things

Confirming an appointment and negotiating terms aren't the same operation. It makes sense to allow high autonomy where a mistake is cheap and reversible, and low autonomy where a mistake costs you a customer.

Trust in a system is built the same way as with a new employee: gradually, and with results.