AI Agents can resolve the majority of queries end to end, but sometimes you'll still want to have a human involved, like for validating high-stakes decisions or handling tightly regulated questions. Deciding who does what, when handoffs and escalations should happen, and why is an important part of CX design. In the latest edition of the Blueprint newsletter, we share advice from our VP of Support at Fin, Declan I., on how to do it.
Syed Naqi Raza
1mo
The human-in-the-loop boundary is the interesting design problem here: agents can resolve routine intent, while policy gates should pause for regulated or high-impact decisions. Clear escalation reasons and an auditable handoff context make that transition safer than simply routing the whole conversation to a queue.
Thanks for sharing 👍 😊 😀 🙂.
Agree that the 'who, when, and why' of human involvement is key for CX, especially as AI agents take on more. We focus on enabling human-centric interactions that are timely and relevant, rather than fully automated or templated. It's about designing the right moments for human connection.