Would you expand a pilot that makes the work slower?
Respond to the sponsor after the pilot results arrive.
The question
A fictional service team takes 12 minutes to handle a request manually. The sponsor wants to expand a pilot that uses AI to draft replies for staff to review.
“Respond to the sponsor after the pilot results arrive.”
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A strong answer, step by step
Open each step in turn. This is one strong answer, not the only one.
Step 1: Agree on the decision
What would you do here? Open the move you’d make.
What turnaround and quality must the pilot meet before we expand?
The strong move. Agree on both criteria before judging a result.
Ask which AI tool the sponsor prefers
Tempting, but it misses something. Tool choice can follow the decision about what good looks like.
See how a strong candidate says it
“What turnaround and quality must the pilot meet before we expand?”
Why it works: Agree on both criteria before judging a result.
Step 2: Measure the full workflow
What would you do here? Open the move you’d make.
Compare drafting time first
Tempting, but it misses something. Drafting time helps diagnose the workflow, but cannot decide expansion.
Let us count drafting and review time on comparable requests.
The strong move. Review time belongs in the same measurement as drafting time.
See how a strong candidate says it
“Let us count drafting and review time on comparable requests.”
Why it works: Review time belongs in the same measurement as drafting time.
Step 3: Use the late result
What would you do here? Open the move you’d make.
Drafting saves three minutes but review adds four. The tested route takes thirteen minutes, up from twelve.
The strong move. The tested workflow misses a faster turnaround.
Recommend expansion with more training
Tempting, but it misses something. Training could reduce review time. Measure that effect before relying on it.
See how a strong candidate says it
“Drafting saves three minutes but review adds four. The tested route takes thirteen minutes, up from twelve.”
Why it works: The tested workflow misses a faster turnaround.
Step 4: Offer a bounded next step
What would you do here? Open the move you’d make.
Stop the pilot entirely
Tempting, but it misses something. Stopping is reasonable if the sponsor has no capacity for another test.
Keep the manual workflow for now. Test one defined segment with a quality check and a time limit.
The strong move. A narrow test can show where reviewed drafts help.
See how a strong candidate says it
“Keep the manual workflow for now. Test one defined segment with a quality check and a time limit.”
Why it works: A narrow test can show where reviewed drafts help.
The answer, in short
- Decision
- Keep the manual workflow while testing one promising segment.
- Because
- The tested draft workflow costs an extra minute per request.
- What would change it
- Three minutes saved and two minutes of review would give eleven minutes in that segment, if it passes the quality check.
Common traps
- Training could reduce review time. Measure that effect before relying on it.
Check your answer
- Agree on the decision
- Measure the full workflow
- Use the late result
- Offer a bounded next step
Last reviewed Nov 10, 2026