Apply human-centered design principles to define boundaries, confirmation points, and handoff criteria for a voice AI agent.
Boundaries are user experience. A caller should never have to discover the agent's limits by being harmed by them. Context of use Human-centered design starts with the real setting: mobile phone, background noise, stress, accent, privacy, time pressure, and consequences. Recoverability Ask whether a wrong answer can be corrected easily. If the answer can change money, care, access, or legal status, require confirmation or handoff. Useful limits A useful limit still helps. 'I can check the status and connect you to the decision team' is better than pretending the agent can explain a decision it cannot safely interpret.
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