The company had a capable assistant. Usage was a weekly habit for a few people and a graveyard for everyone else. We asked a coordinator to show us her morning. Email, the CRM, a shared doc, a calendar. The assistant was a bookmark. Getting to it meant leaving the record she was trying to update, and then pasting the answer back, and then checking whether the paste had wrecked the formatting.
The assistant was not failing at language. It was failing at location.
meet them in the record
The version that gets used writes the draft into the field she was already going to fill. It shows its work beside the field, not in another window. If she ignores it, the record still saves. The tool is a better version of a step she cannot skip, not a destination she has to remember.
This is also how you find the real scope. When you sit in the record, half the proposed features turn out to be answers to questions nobody asks at that moment.
The best AI features do not feel like AI features. They feel like the product got smarter where it used to be dumb.
a new tab is a tax
Every extra window is a chance to drop context on the floor. Account numbers get retyped. Customers repeat themselves. People keep a private doc because the official tool does not fit the motion of the job.
Put the help on the screen where the decision already happens. If you cannot, you do not have an integration problem. You have a product that does not know where the work is.