Volume is not the same as the official call
In a live operation the score, the exception, the refund, the hire — someone has to stand by it. Agents can extract, classify, draft, and route. They should not own the call the room will protest.
Design the escalation before you write the prompt. Below a threshold, it goes to a person. That is not a limitation. That is the product.
Audit is how you sleep
Every action needs a file: input, output, who overrode it, when. That is what makes a federation stand by a score, a store stand by a batch, a delivery team stand by a status.
If you cannot reconstruct the decision, you do not have a governed system. You have a chat.
Operate it, or do not ship it
Give the workflow an operations owner, not only an engineering sponsor. Review quality, exceptions, and cost on a cadence. Governed agents are run. They are not launched and forgotten.
Apply this to your organization
Map your highest-volume workflow to a governed production roadmap.