The 4D framework for a support team: Delegation, Description, Discernment, Diligence
How I apply the AI Fluency 4D framework to a customer support team, with a delegation map and the checks behind each D.
The AI Fluency course gives four words that turn out to be a good checklist for any support team adopting AI. Here is how each one looks in practice.
The four Ds in one line each
01Delegationwhat goes to AI, what stays with people
02Descriptiona brief written like a spec
03Discernmentreading the output critically
04Diligenceowning the result and its effects
Delegation map for a support team
CheckPassesHeld for a person
Sort and tag incoming messagesAI alone, sampled dailymessages it marks as unsure
Summarise a long threadAI alonethreads with legal or payment disputes
Draft a replyAI draftsa person always edits and sends
Refunds and exceptionsnever AIalways a person
What each D asks of the team
Delegationwrite the map down and share it
Descriptionkeep prompts and examples in one place, versioned
Discernmenta daily QA sample, read by a person who knows the work
Diligencean owner for every automated step, and a way to switch it off
The framework does not add work. It names the work that a responsible setup was already doing, which makes it easier to explain to a manager or a new hire.