A closed catalogue of operations
The agent does not invent what it can do. The list of available operations is defined by you and finite. What is not on the list does not exist.
Feature
The agent never changes data. It issues a card.
The biggest risk in support automation is not a wrong answer but a wrong operation: a cancelled subscription, a refund raised against someone else's order, a changed delivery address. So the agent has no right to perform one by itself.
How it looks in a conversation
Customer
I would like to cancel my subscription from next month.
Agent
Understood. The subscription can be terminated with effect at the end of the current period, that is 30 September. I have prepared the cancellation for our team to confirm.
Operator
Sees the card: cancel subscription, account 4192, effective 30 September. Approves or rejects.
Agent
The cancellation has been accepted. I have sent a confirmation to the address on the account.
account lookupperiod checkconfirmation cardaudit log entry
A demonstration conversation. The agent gathered the details and prepared the operation but did not run it. Execution follows a human decision.
Three rules that hold this up
Every mutation through a card
An operation that changes any state has no execution path that skips the card. That is a condition in code, not a setting to untick.
Two kill switches
You can disable a single operation or the whole catalogue at once. The switch acts in the execution layer, so it cannot be bypassed from above.
What the operator sees on the card
- What is about to happen
- The operation name and its parameters, spelled out, without reading through the conversation.
- On whose account
- The identifier of the resource the change concerns.
- Why
- The passage of conversation that led to the card being issued.
- What follows approval
- The effect of the operation and its date, so the decision is not a blind signature.
Automation you can put your name to
Confirmation cards are usually the element that convinces the legal team. We will show them on your operations.