Why Your AI Support Agent Should Propose Answers, Not Send Them

A tutorial published on DEV Community argues that the most reliable AI support agent is one deliberately prevented from sending replies without human approval. The author distinguishes between demonstrating AI capability and making production-grade decisions, noting that fluency does not equal authority. The guide walks developers through building a Node.js workflow where an AI proposes a category, urgency level, and draft reply, while deterministic policy checks flag sensitive topics such as billing, security, and account access. A human reviewer must approve any proposal before it reaches the user, and the system enforces this through code invariants rather than model instructions. The project uses Express, SQLite, and Zod to keep the workflow reproducible, with replay support for testing when prompts or models change.