SAMPLE FINDING 01
Customer enquiry follow-up
OBSERVATION
Staff copy a web-form enquiry into an AI tool to draft a customer reply.
EVIDENCE IN THIS SAMPLE
The draft uses the customer’s message and an unversioned service-and-pricing document. No approval step is recorded before sending.
INTERPRETATION
If the document is outdated or the message contains unnecessary personal information, the draft may carry that problem into the customer reply.
CLAIM BOUNDARY
This does not establish how the AI provider stores data, whether a breach occurred, or whether a draft was incorrect. Those conclusions require additional evidence.
RECOMMENDED FIRST REPAIR
Use a versioned approved-facts source, remove unnecessary personal details before prompting, and require a named person to review price, promise, and next step before the reply is sent.