Test beyond the easy examples
Include incomplete documents, ambiguous requests, unavailable systems and information the user is not allowed to access. Define what the system should do when it cannot answer or complete a task.
Separate assistance from authority
Drafting an answer and sending it are different permissions. Suggesting a change and updating a live business record are different actions. Agree which steps require human review and limit the system to approved tools and data.
Design the handoff
Users need a clear way to correct an answer, escalate a request or return to the existing process. An exception should have an owner. Keep enough context for that person to understand what happened.
Agree the operating model
Identify who monitors quality, manages content changes and reviews usage costs. Start with a bounded rollout and use observed results to decide whether to expand.
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