Human-in-the-Loop for AI Customer Support Agents

Description and use

Implementing a human approval gate for actions affecting finances and accounts reduces the risk of AI support errors.

Problem

AI support agents draft plausible replies but can act on sensitive actions (refunds, cancellations, legal messages) without verification, leading to incorrect or harmful outcomes.

Outcome

Implementing a human approval gate for sensitive actions reduces accidental refunds, cancellations, and legal missteps, improving customer trust and operational safety.

Workflow

• 1. Agent receives ticket and generates a draft reply using an LLM.
• 2. Draft is sent to Impri via client.actions.create with preview and editable fields.
• 3. Reviewer receives an approval card with title and preview body.
• 4. Reviewer approves or rejects the action; if approved, the final preview is used.
• 5. If approved, the agent posts the reply to the helpdesk and reports execution; if rejected or expired, the ticket is escalated to a human queue.
• 6. The system enforces idempotency for financial actions to prevent double approvals.

Evidence

The fix is a gate the agent's code cannot route around: draft the reply or the refund, submit it for approval, and only call the real API once a human has said yes.

Source

If the ticket sits unreviewed for an hour, it expires rather than going out stale, and the fallback path routes it to a real person instead of silently dropping it.

Source