Execution Governance
How to govern AI, support workflow automation, authorized back-office actions, human review, and evidence trail in Aijia Customer Service.
Execution Must Be Governed
AI execution is useful only when it is bounded. A support execution platform should define what AI may read, draft, prepare, submit, and escalate.
Governance Layers
Permission Layer
Define which users, stores, clients, roles, and pages can be operated.
Policy Layer
Define what the AI may say, what it must not promise, and which actions require review.
Risk Layer
Identify sensitive actions:
- refund;
- compensation;
- account changes;
- dispute handling;
- platform penalties;
- regulated advice;
- high-value orders.
Review Layer
Decide when to use draft mode, reviewed execution, or human handoff.
Evidence Layer
Preserve screenshots, logs, policy versions, user identity, tenant identity, and execution results.
Suggested Risk Levels
Low Risk
Examples: tagging, summarizing, drafting standard FAQ, collecting read-only evidence.
Recommended mode: automation or draft.
Medium Risk
Examples: preparing a refund note, updating internal remarks, drafting after-sales messages.
Recommended mode: reviewed execution.
High Risk
Examples: committing refunds, compensation, legal claims, account changes, dispute submissions.
Recommended mode: human approval or human-only.
Emergency Controls
Every deployment should include:
- pause automation;
- revoke page permissions;
- disable a policy version;
- route all uncertain cases to humans;
- export evidence trail .
Good Governance Is a Product Feature
Governance is not overhead. It is the reason AI support execution can be deployed in real customer service operations.
