Clear decisions. Accountable delivery.
Connected knowledge informs the judgement; agreed authority governs the action. Our services make clear what digital agents can do, when they consult an expert and which decisions require a human to take responsibility.
Set the boundaries before delegating the work.
| Decision or action | Control to agree |
|---|---|
| Intelligence and recommendations | The evidence, model output, customer context and rules used to recommend an action. Likelihood of response is considered alongside suitability, permission and expected value. |
| Routine service tasks | The procedures and limits a digital agent can follow without additional approval. |
| Expert consultation | The questions a digital agent can refer to a human expert while retaining the conversation, and the authority required to act on the answer. |
| Payments and arrangements | Permitted options, affordability requirements and the decisions requiring specialist confirmation. |
| Vulnerability and distress | Recognition criteria, an accessible human route and limits on automated decisions. |
| Complaints and exceptions | Ownership, evidence, authorised remedies and escalation beyond normal procedures. |
| Changes to the service | Who tests, approves, releases and can reverse a change to models, instructions or policies. |
Human expertise has a defined role in the work.
Digital agents consult human experts when a question needs specialist knowledge or approval. Where an authorised answer resolves the issue, the digital conversation continues. Where the task, customer request or circumstances require human ownership, the service transfers the conversation and its context to the right person.
For customers flagged as vulnerable, an authorised person makes the final treatment decision. The digital agent supports the person with relevant knowledge and guidance. Repayment options offered digitally stay within approved limits, with specialist confirmation where required by the agreed policy.
Agree how information is handled.
Purpose and access
Specify which information the service needs, why it is required and who can access it. Document the responsibilities of the parties for each processing purpose.
Location and retention
Confirm the systems and providers involved, where information is processed and stored, and the agreed retention and deletion arrangements.
Trace and review
Connect the knowledge used, model output, judgement, approvals and resulting action. Record expert consultations and handovers so authorised reviewers can understand how the decision was reached and carried out.
Validation and change
Test the complete service, including errors and handovers. Review material changes before release and monitor the effect after deployment.
Questions to resolve during discovery.
Can the service use our existing policies and systems?
They form the starting point for the design. Discovery establishes their suitability, required integrations and any gaps. Compatibility depends on the specific systems, access and service responsibilities agreed.
What should we send before the first conversation?
A description of the service challenge is enough. Agree a suitable data-sharing route and handling terms before sending customer recordings, transcripts or account information.
Controls built into delivery.
Every engagement has an agreed scope, clear responsibilities and acceptance criteria for your environment. We validate the knowledge, decisions, digital actions, expert consultation and human handovers during mobilisation, then review performance and changes throughout the service.
Bring the questions that matter to your business.
We work with your operations, technology, security and compliance teams to agree the service scope, controls and responsibilities.