An agent can take a workflow from start to finish. That does not mean it should make every decision on its own. At first a person approves every decision and every decision is logged, so that you can always see why.
Once the accuracy has been measured, the person can let go of more. Routine cases go straight through, while exceptions still land with a case worker together with a ready proposal. That is how the customer dares to let the agent loose.
The same principle applies when we build. The agents handle the routine work, but decisions that affect customers, money or people are always made by a person.
