Show HN: Drafting AI – Human-in-the-loop AI automation for ops teams' email

29 points

2 years ago

Hi HN, I'm Jared from Drafting AI (https://getdrafting.com/). We're a Chrome extension that helps operations and customer support teams work through their inboxes more efficiently. Here's a quick demo video: https://www.youtube.com/watch?v=PCDqAMaYx2Q

We believe AI can be deployed more widely when you mitigate hallucinations through human-in-the-loop review. This led to two decisions:

1. A Chrome Extension is ideal for presenting actions in third-party apps for human review. When AI suggests issuing a refund via Shopify, what better way to show it than through Shopify's own refund interface?

2. AI should "draft" responses but not submit them. For instance, it’ll open Shopify admin and fill in refund details, but won't click "submit." This gives the user full control to approve, modify, or discard the AI's suggestions.

We believe this "drafting" UX of pre-filling form fields will become standard for AI. It feels like GitHub Copilot's autocomplete UX, but for forms.

You can add Drafting (https://getdrafting.com/) to your internal tools today to speed up email-based workflows. It's perfect for any process that follows the pattern of: 1) read email, 2) use internal tool to handle it, 3) reply to email.

For an example, consider a customer support rep for an e-commerce. A customer emails about poor product quality. The CS team has configured Drafting AI to process refunds through Shopify for serious quality complaints. The rep opens the email in Gmail or Front and clicks the Drafting AI button. A window appears with Shopify's refund form already filled out, plus a reply draft ready in their email. After reviewing both, they approve and send.

We’ve seen that without Drafting AI, a rep can spend 5 minutes just writing the reply email; half their time on a 10 minute ticket. With Drafting AI, reviewing and approving takes seconds.

Other use cases include: freight and logistics ops (TMS) coordinating with carriers, travel agents making trip adjustments (GDS), and HR teams processing payroll and benefits requests (HRIS). These and other job roles can sometimes be thought of as using a person as a bridge between email and internal tools.

As a Chrome extension, we integrate with all your existing internal tools as long as they’re web-based, whether they’re SaaS (Shopify, Salesforce), nocode/lowcode (Retool, Airtable), or custom apps (React, Rails, Django)

Try it at https://getdrafting.com/ or reply here with questions! I'm happy to personally onboard the first 20 teams that reach out.

2 comments