AI reply agent for a UK merchant

The author says a business in the UK wanted its AI reply agent live on day one. The team turned it on in draft mode instead: the agent wrote a reply to every customer message, and someone on the client's team read it, fixed it if needed and sent it.

In the first week she kept editing the same things: refund questions, discount codes not working, and orders that changed after checkout. None of that was in the brief; it only lived in her head. The team wrote those rules down and fed them back in, and when she stopped editing, the system went live. The author calls that week of drafts the real scoping call.

The post does not disclose the project fee, contract terms or the client's brand, and the author did not reply further in the thread. This is not the same project as a baseline case by the same author (an internal tool project with a 2,500 fee), so that figure is not attributed here.

Refund, discount-code and post-checkout order rules were missing from the brief and only lived in the client contact's head. Fee, client brand and project cost are undisclosed.