Human Review and Risk Control
Configure draft mode, review-before-send, risk levels, human takeover, evidence records, and review feedback for AI support.
Human review controls business risk in AI support, especially for refunds, compensation, disputes, public replies, and back-office actions.
Recommended Modes
Draft Mode
Best for early pilots. AI generates replies and suggestions, and agents confirm before sending.
Review Before Send
Best for medium and high-risk scenarios. AI can prepare replies, summaries, and evidence, but a supervisor or assigned role must approve.
Human Takeover
Best when customer emotion is high, policy is unclear, a page is abnormal, permissions are insufficient, or platform verification appears.
Low-Risk Automation
Only for frequent, clear-rule, historically stable issues such as standard shipping timelines, product specifications, and ordinary reassurance.
Risk Levels
| Risk level | Example | Handling |
|---|---|---|
| Low | ordinary questions, product specs, shipping time | auto or draft |
| Medium | logistics exception, order status, return condition | verify, then draft or review |
| High | refund, compensation, dispute, complaint | review required |
| Abnormal | expired login, insufficient permission, page change, platform verification | pause and hand over |
What Reviewers Need
- original customer message;
- relevant conversation history;
- matched knowledge and applicability;
- order, logistics, after-sales, or customer status summary;
- AI suggested reply;
- AI suggested action;
- risk trigger reason;
- screenshots, logs, or platform result;
- allowed and prohibited actions.
Review Actions
Reviewers usually need four actions:
- approve and send;
- edit and send;
- reject with a reason;
- hand over to a human.
Each action should record reviewer, time, reason, and outcome.
Review Metrics
Track weekly:
- draft acceptance rate;
- review pass rate;
- review rejection reasons;
- human takeover rate;
- high-risk issue count;
- failures caused by missing knowledge;
- pauses caused by platform or permission exceptions.
When to Expand Automation
Move an issue type from draft or review to automation only when:
- the rule is clear;
- knowledge matching is stable;
- historical edits are rare;
- risk is low;
- pause and rollback are available;
- managers can inspect evidence.
Human review is not a barrier to AI support. It is the operating base that allows automation to expand safely.
