Support Operations
Human-in-the-Loop Support
A designed handoff between automation and specialists — not a checkbox. We define exactly which cases route to a person, why, and who owns the outcome.
What this covers
Defined automation-to-specialist handoff design
Specialist review of AI-flagged edge cases
Audit trails for automated decisions
Escalation SLAs so nothing sits unresolved
Problems this solves
- 01
- AI making customer-facing decisions with no human check.
- 02
- "Human-in-the-loop" used as a marketing checkbox with no real process.
- 03
- No clear ownership when automation gets something wrong.
- 04
- Escalations that reach a person with no context on why.
How it works
Define the line
We identify exactly which cases the automation shouldn't decide alone.
Design the handoff
Specialists get full context, not just a flagged case with no explanation.
Track & improve
Outcomes feed back into where the automation-to-human line should sit.
Example use cases
A support workflow where AI drafts a response and a specialist approves it for sensitive cases
Automated flagging of low-confidence AI decisions for specialist review
An audit trail showing who — or what — made every customer-facing decision
FAQ
Isn't this just a review step in a workflow tool?+
Not if it's done right. The specific cases that need review, the context provided, and who owns the outcome all have to be designed deliberately — a generic approval step doesn't do that.
Does this slow down response times?+
Only for the cases that genuinely need it. Routine cases still move at automation speed; the loop exists specifically for what shouldn't be automated.
Who's accountable when something goes wrong?+
That's defined up front, not left ambiguous — a named owner, not a shared shrug.