Marktone Perspectives · 4 minute read
Choose a bounded task
Begin with finding an approved answer, summarising an interaction or drafting a follow-up. Define what a good result looks like and how it will be checked. Avoid granting more access than the task needs.
Design the human handover
Set escalation conditions for uncertainty, complaints and sensitive requests. People should retain approval over consequential actions. Customers should not have to repeat their story when an agent takes over.
Evaluate before expanding
Test with isolated examples, review incorrect answers and measure whether the workflow improves. Check access and retention before connecting a new tool. Expand when the operating team understands the benefits and failure modes.