Mapping Human Review Into an Agent Flow

An ops agent can read tickets, draft refunds, and update billing. Approval at every step is painful; no approval is risky. Risk-based oversight places review where consequence, irreversibility, and uncertainty peak. The common trap is jumping from model capability to UI pattern without naming evidence, constraints, and recovery behavior. List actions Separate analysis, draft creation, record update, and customer communication. Different actions deserve different autonomy. Score consequence Mark financial, customer-facing, legal, and irreversible actions. Oversight belongs where harm is real. Move review downstream Allow low-risk prep, require approval before refund execution and send. This preserves flow while controlling consequence. Log…

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