Context matters
Work from the information relevant to the task, rather than a convincing answer in isolation.
Intelligence with a useful role.
An intelligent feature should earn its place in a workflow. Our interest is in assistance that brings context, reduces repetitive work and leaves people able to judge the result.
Where does assistance help, and where should a person decide?
Keep review close
Give people an opportunity to inspect and adjust a generated response or draft.
Design the handoff
Think about uncertainty and escalation from the beginning, including the context a person needs to take over.
A CLOSER LOOK
Applied AI starts with the workflow around it.
01
Separate assistance from responsibility
An AI-assisted feature can draft, summarize, retrieve or suggest. Those are different roles, and each needs a clear boundary. A suggested support reply is not the same as an approved action on a customer account. A generated outreach draft is not evidence that the underlying prospect information is correct.
ThreadHive and Zintara illustrate two different settings for this question: customer support and prospect communication. In both, the surrounding workflow matters. A person needs to understand the available context, inspect the output where appropriate and decide what should happen next.
02
Make evaluation specific to the task
A useful evaluation begins with examples of the work the feature is supposed to do. Include ordinary questions, missing information and cases where a plausible answer would still be wrong. Decide what a satisfactory result looks like before comparing outputs.
OpenAI’s evaluation documentation describes a process for testing model behavior against defined criteria. We are interested in how that kind of structured evaluation can be paired with product review: not only whether a response meets a rubric, but whether the interface communicates uncertainty and makes the next action clear.
03
Design for the moment assistance is not enough
A system should have a sensible path when it cannot complete a task confidently. That might be a request for more information, a draft awaiting review or a handoff to a person. The important detail is the context carried forward so the next participant does not have to start again.
These pages describe questions that guide our thinking, not a claim of a universal benchmark or published research result. The relevant criteria depend on the product, the available information and the consequences of an incorrect response.