Governance Guide
AI Governance Policy for Customer Support Automation
Support teams need explicit rules for fallback handling, policy-sensitive prompts, and auditability. This guide outlines baseline governance decisions.
Implementation Steps
- Define high-risk support intents that must escalate to human agents.
- Set response quality thresholds and weekly sampling process.
- Mask personal data in prompts and logs by default.
- Track policy violations and customer-impact incidents in one queue.
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- Provider and model split recommendations
- Budget guardrail design by traffic stage
- KPI plan for spend, quality, and conversion