Where AI should stop and a human should begin

Good automation is defined as much by its boundaries as by its capabilities.

Separate information from judgment

Approved factual answers and repeatable actions can often be automated. Sensitive advice, consequential decisions and unusual exceptions should remain with appropriately responsible people.

Define permission by action

Each action should be explicitly allowed, approval-dependent or forbidden. Access to customer information should be limited to what the role needs to complete its agreed task.

Define when to bring in your team

Useful escalation signals include an explicit request for a person, strong frustration, repeated misunderstanding, a high-value opportunity or a request outside approved knowledge.

Transfer the context

A good handoff includes who the customer is, why they contacted the business, what has already been discussed and what they expect next. Human involvement should feel like continuation, not repetition.