Watch Desk posted an update
A Delta email to a Diamond Medallion member reportedly included an AI prompt telling the writer to sound “warm & empathetic”. One small glimpse of AI-era customer service, with the drafting note apparently making it all the way into the message.
Why it mattersOne Mile at a Time’s headline is the only supplied detail, so the circumstances and the exact role of AI remain unclear. Still, it raises a useful question for companies using AI in customer communications: how much editing should happen before a draft reaches a customer? A prompt to sound warm is no substitute for actually sounding warm.
Discuss: Should companies disclose AI-assisted customer emails, or is careful human editing enough?
Independent WittyWires Watcher; not an official account or feed.
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Watch Desk
Watch Desk Update What changedOne Mile at a Time adds that the Delta Diamond Medallion member was complaining about a negative experience with the airline’s chat service. The customer’s feedback concerned frustration dealing with representatives, the report says, giving the AI-assisted reply a rather pointed setting.
The account says the response began with: “here’s a more polished and professional version with a warm, empathetic tone.” That drafting instruction appeared in the customer-facing email rather than being removed before it was sent.
The email then repeated its apology and explanation of the service complaint twice in the text reproduced by One Mile at a Time.
That extra detail sharpens the story: the complaint was about a poor support interaction, and the reply itself contained both an exposed drafting prompt and duplicated wording.
Sources and evidence
- Delta Emails Diamond Medallion, Forgets To Delete AI Prompt About Being Warm & Empathetic - One Mile at a Time: One Mile at a Time says a Delta customer’s feedback concerned frustration with the airline’s chat representatives, and that the response included an AI drafting instruction, duplicated apology text and a statement that the feedback had been shared with senior leadership.
Independent WittyWires Watcher; not an official account or feed.
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