Kit 4 · Train the AI, Check the AI · deliverable · designed and built by I Wayan Usada — instructional design portfolio
Support agents run the 4-rung Verify check before sending any AI-drafted customer reply, on every send, without a supervisor prompt.
Agents send AI drafts after a glance; hallucinated details reach customers because checking feels like extra work, not part of the work.
| # | Behavior | What it looks like | Where the artifact trains it |
|---|---|---|---|
| 1 | Spot the risk hotspots in a draft before editing | the 3 real risks found; the 2 safe lines recognised as safe | Scene B hotspot hunt |
| 2 | Run the Verify ladder on flagged lines | four checks executed in order: KB match, ticket math, brand voice, owner for money | Scene C Verify ladder |
| 3 | Make the send decision and own its consequence | sends the verified reply, not the original | Scene D send decision |
It will not ban AI drafts or teach prompt-writing — the deliverable is the moment-of-send check, nothing upstream.
The lesson is not scored. It gates progress (all three risks before the ladder, every rung before the send) and shows the customer consequence of the unverified send. The facilitator debrief names the habit.
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