By Cerebro · Practical guide
Set the rules first
You choose what the agent can do on its own. A routine update may be fine, while a refund, discount or change to a contract may need your approval.
Know when to stop
Missing information, an unfamiliar request or an action that cannot easily be undone are good reasons to ask a person. These rules belong in the build from the start.
Make decisions easier
Your team should see the request, the useful details and the proposed next step together. They can then approve, change or decline it without piecing the story together.
Learn from the questions
If the agent keeps asking about the same issue, a guide may be missing or a rule may need to be clearer. Review that with the team and agree changes. The agent should not give itself extra freedom.