Where a person should stay in the loop
Agents do the repeat work. People keep the decisions that matter.
The goal is not to take people out of the work. It is to take them out of the parts they never wanted to do, and leave them the parts that need judgement.
1. Keep a person where mistakes are expensive
Refunds, contracts, anything a customer will read word for word: let the agent prepare it and a person approve it. The agent still saves most of the time.
2. Let the agent ask
A good brief tells the agent when to stop and ask. Unusual amounts, unknown customers and missing data are all good reasons to pause and send a short question to a person.
- Set a limit above which every action needs a yes
- Send questions to a channel the team already reads
- Keep the answer in the run history for next time
3. Review the edges, not every run
Once an agent is trusted, nobody should check every run. Review the ones it flagged and a small sample of the rest each week.
Teams that review a random five runs a week catch drift early and almost never need to roll an agent back.