AI Agent Human-in-the-loop mode

Business problem

Customers often hesitate to enable AI automation (Autopilot) due to a lack of trust in how the AI will handle real-time customer interactions. Without a way to preview and validate AI-generated responses and actions in a live environment, users feel the risk of incorrect automation is too high to commit to full deployment.

Wished result

A "Human-in-the-loop" mode at the channel level that allows admins to observe AI behavior without direct execution. In this mode, the AI prepares replies, escalations, or label assignments, but these actions only trigger after human approval. All communication remains under the human agent's name and ownership, providing a low-risk environment to build confidence in the AI Agent's accuracy before moving to full Autopilot.