For example, the system might organize a service request and suggest missing questions, while a staff member confirms price and availability. Write down which actions require review and what the assistant should do when it cannot resolve a request. Test the handoff with incomplete and contradictory information.
I see this as a way to make AI more useful, not a reason to avoid it. A dependable boundary lets employees use the system confidently without wondering whether it has made a promise they must later unwind. Measure successful handoffs alongside response speed. A tool that recognizes when to involve a person can contribute more than one that answers every question with unjustified confidence.
Eric Kuvykin
Publisher and editorial director covering payments, fintech, merchant services, banking, AI, technology and operating strategy for small and medium-sized businesses.
