Define the agent’s job
Give an agent a specific responsibility rather than a broad instruction such as ‘handle sales.’ For example, it could review new lead information, identify a relevant department and prepare a draft CRM note.
Define what information it can use, which software it can access and which actions are outside its role.
Match approvals to the task
Organizing information and making a financial commitment to a customer have different consequences. Design approval requirements around the effect of each action.
When information is insufficient, provide a route to the team rather than expecting the agent to guess and proceed.
Keep records and review outputs
Keep appropriate records of inputs, actions and human handoffs. Consider privacy and access requirements when deciding what to retain.
Review routine outputs, exceptions and failed tasks after deployment. The controls may need to evolve with the business.