Hallucination is a serious risk for any organization considering the use of AI agents for customer-facing interactions. AI models are probabilistic by nature and this variance causes CX teams to rule out the use of AI agents in high stakes environments and regulated industries like finance, commerce, and government where accuracy is the number one priority and mistakes have real consequences.
The Agent Governance Engine helps teams reliably deploy customer-facing AI agents by making them deterministic: it eliminates the risks of hallucination and ensures they are fully compliant with organizational policies, adhere to instructions, and are fully grounded in your data.
Characteristics of a Governed AI Agent
The underlying philosophy behind the Agent Governance Engine is that no response from an AI agent is better than an incorrect response. Agents should only respond when they are fully confident, especially in environments where responses are considered authoritative. Otherwise they should escalate to a human.
- Does not hallucinate. Eliminates the fundamental problem with probabilistic next-token prediction models.
- Is not eager to respond or sycophantic. Eliminates the natural tendency to output tokens. No response is safer than risking an incorrect response.
- Selective deployment on select intents with gradual automation. AI agents are not “all-capable” and as such, should not attempt to do everything or answer every customer question.
Aide's Agent Governance Engine
Governance puts your team in control of what the AI agent does: when it should act and when it should restrain itself. The Agent Governance Engine understands what your customers ask, whether it's something it's been authorized for, identifies whether it's able to resolve those conversations, verifies its solution, and escalates when uncertain.
Our platform's approach helps ensure that your team is able to deploy agents that act predictably and do not lead to issues you haven't accounted for. All of its actions are auditable and explainable because it logs every action agents take for compliance.
Before roll-out, the engine tests, simulates, and evaluates agents across different scenarios, conditions, and contexts to see how they handle both known cases and edge cases. That pre-deployment work is how quality assurance for agents is achieved prior to deployment.
The Impact of Agent Governance
Our live customer accounts run at 76%+ automated resolution. And because the engine ensures agents only act when they are certain and escalate the rest, it's able to help our customers increase their operational efficiency without compromising the quality of customer experience.
Customer-facing AI has treated capability and trust as a trade-off: the more you let the agent do, the more you hold your breath. The Agent Governance Engine removes the trade-off. It allows you to deploy capable customer-facing AI agents you can actually trust.
To see the Agent Governance Engine running on your customer-facing interactions, get a demo or contact our team via sales@aide.app.