Notes
Notes on designing agents people can trust.
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Try it: actions you can check
See the change and the permission before the agent pays, sends, or deletes.
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Try it: answers you can check
In enterprise work, "the policy says X" isn't enough. People want to see the line it came from.
- Treating agents like the people next to them Show who has the request, and let a person correct a bad handoff.
- Giving agents the goal, not the prompts I gave one goal, and reviewed the result in the morning.
- Keeping chat as the default A catalog, a cart, or a comparison uses the interface people already know.
- Making a wrong handoff visible People don't argue with the wrong agent. They leave.
- Asking only when something is missing The agent fills in what the company already knows, and asks for the rest.
- Setting the bar at accuracy, not speed In enterprise purchasing, the agent is already faster than the old path.