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Because the draft has no account context. It reads well, gets the customer's situation wrong, and correcting it takes longer than writing three sentences you already knew.
The useful part of a support reply is the specific detail, which is exactly what a general model lacks.
Drafts are written from that customer's record — what they bought, what is being delivered, what is outstanding, what they last raised — with every specific claim linked to its source.
Checking is reading rather than verifying, and the agent edits and sends.
Nothing sends itself. There is no auto-send setting for agent assist.
It will never commit to a refund, a credit, a date or an exception — those hand to a person by rule.
The five-minute reply becomes a thirty-second one, and consistency improves because the facts come from the record rather than recollection.
The customer-facing agent handles the repetitive questions from your articles and hands over with the conversation intact.
For customer-facing answers, yes — no source means no answer.
Yes, from the same sources.
Yes, with its sources.
Half an hour on your own numbers is usually enough to say whether Pulse is the right place to start.