Human-in-the-Loop Design for Email Agents

Short summary

Email support agents need graduated human approval rather than binary full-auto or full-review workflows. Implement two independent gates: one measuring knowledge-base match confidence (≥0.85 auto-draft, 0.60-0.85 cite for review, <0.60 escalate) and another classifying message risk (low auto, medium review, high escalate). This separates 'do we know the answer?' from 'what if we're wrong?', letting teams automate routine tickets while human reviewers focus on consequential decisions.

• •Dual-gate approval: confidence threshold + risk classification (separate orthogonal concerns)
• •Auto-draft when KB match ≥0.85 on low-risk topics; cite sources for 0.60-0.85 confidence; escalate <0.60
• •Log all decisions to justify future automation moves; batch similar tickets to reduce review fatigue

Generated with AI, which can make mistakes.