Where a person steps in
Suppose an AI agent recommends a large refund. Before any refund is issued, a human customer support worker checks the order, the reason, and the proposed amount. That person can approve the refund, change the amount, or reject it.
A person might also correct an AI that sent a customer complaint to the sales team instead of the support team. That correction can help test or improve the system later.
Review must be meaningful
Reviewers may miss mistakes if they cannot see the supporting facts, have too many cases, or are pushed to approve quickly. Teams should decide which cases need review, give reviewers time and authority, and plan what happens if no one is available.