← All examples
Technology · Execution autonomy
Customer Service
An agent that resolves common customer requests end to end within tight limits, and hands off anything outside its remit.
27 HAL Score / 40 Governed
Workflow
- 1 Customer raises a request
- 2 Agent identifies intent and eligibility
- 3 Agent resolves within permitted action set
- 4 Agent confirms resolution to the customer
- 5 Anything out of scope is handed to a human agent
Governance design
- ✓Allow-list of low-risk resolutions (status, address, simple refunds).
- ✓Hard limit: refund value cap and frequency cap per customer.
- ✓Protected segments (vulnerable customers) routed to humans.
- ✓Full transcript and action log retained per interaction.
Escalation paths
- ↗Request outside the allow-list → human agent.
- ↗Refund above cap → supervisor approval.
- ↗Signs of distress or vulnerability → specialist team.
Ownership model
Head of Customer Operations, with a team lead as deputy.
Lessons learned
- A value-and-frequency cap on refunds prevented the loop-driven over-action that catches many teams out.
- Routing vulnerable customers to humans was treated as a hard limit.