Restrict tool authority and require documented approval: What control decision is required before the agent
Expanded refund authority requires restricted permissions, documented escalation, and approval before execution.
The question
A customer-service agent can search account records and draft refunds. The documented process requires supervisor approval for refunds up to a stated threshold. The business now wants automatic refunds above that threshold, but authority and escalation for exceptional cases are undocumented. What control decision is required before the agent can issue the larger refunds?
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- Let the agent resolve exceptional cases using its instructions.Instructions do not establish authorization, escalation, or a reliable intervention path for exceptional cases.
- Document the exception process after the pilot begins.The missing authority and escalation arrangements should be resolved before consequential execution, not deferred until after deployment begins.
- Keep the former approval threshold unchanged.Keeping the old threshold would not govern the newly proposed higher-value automatic actions.
- Restrict tool authority and require documented approval escalation. ✓Larger refunds require explicit permissions, defined escalation, and approval appropriate to the increased consequence before execution.
The trap
When an agent moves from drafting to execution, reassess authorization, approval thresholds, escalation, and containment. How to remember it
Expanded refund authority requires restricted permissions, documented escalation, and approval before execution.
How many of these would you get right?
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