THE CXLTD PERSPECTIVE
Separate answering from acting
Retrieving approved information and changing a customer record carry different risks. Give an assistant only the permissions required for the use case. Validate customer identity and transaction rules outside the language model before an action is executed.
Design the handover first
A handover should include the customer’s request, relevant context and the actions already attempted. Define escalation for uncertainty, unsupported requests and customer preference. Do not make the customer repeat the entire conversation after automation reaches its limit.
Evaluate more than the happy path
Use realistic test sets covering ambiguous intent, background noise, missing information and attempts to obtain restricted data. Review task completion, incorrect actions and handover quality together. Expand only after the agreed acceptance criteria are met.