What is human in the loop?
Human in the loop means an AI agent hands a decision to a person when it should not make it alone, such as a large refund, a complaint or an unusual case.
Agents are trusted with more when the costly or irreversible decisions wait for a person. The skill is in choosing which cases those are, and making sure the person gets everything they need to decide.
A good hand-off includes the full history, so the person never has to start the conversation again.
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