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What should you hand an AI agent first?

Two questions are enough to choose: how often the task repeats, and how much a mistake costs. Then seven things to have in place before switching an agent on.

  • Part 3/3
  • About a 4-minute read
  • Written by Minh Khang
A felt board in four squares, a panda on a stool pinning task cards, a robot holding a basket of cards beside it

The task grid

Tap a task to see why it sits there. Tap the legend to show one group only.

Cost of a mistake

Rare · costly mistakes

Frequent · costly mistakes

Rare · cheap mistakes

Frequent · cheap mistakes

How often it repeats
Hand over first

Answer hours, delivery fees, returnsAsked daily, answers already in your policy. A mistake is fixed with one message.

See the reason for all eight tasks

Hand over first

  • Answer hours, delivery fees, returnsAsked daily, answers already in your policy. A mistake is fixed with one message.
  • Give order statusOnly reads from the delivery system and changes nothing, so it can go first.
  • Write product descriptions and postsLots of it, and someone reads it before posting, so the risk is low.
  • Summarise weekly salesNot frequent but saves effort; figures come from the system and only the owner reads it.

Hand over, with approval

  • Take table or appointment bookingsFrequent, but a double booking loses a customer: let the agent do it with a confirmation step.
  • Quote prices, apply discount codesA wrong price costs real money: the agent drafts, a person approves before sending.

Keep for people

  • Approve refundsRare, different every time, and easy to fake with AI photos. Leave it to a person.
  • Handle angry complaintsNeeds a well-timed apology and flexible policy. The agent should only summarise and hand over.

Seven things before switching an agent on

Tick them as you go. Your browser remembers.

0/7

things ready

With all seven in place, switch it on for one small task.

Common questions

  • Approving refunds, handling angry complaints and any decision to change prices or policies. These are rare, different every time, and a mistake costs money or customers; the agent should only summarise and pass them to a person.

  • Pick one task from the "Hand over first" square of the grid above, such as delivery fee questions or order status. Run it for two weeks, count the correct replies, then hand over the next task.

  • About two weeks with one job. Count correct answers, hand-offs to a person and the times a person had to fix something; widen the job only once fixes are rare and steady.

  • Share only what the agent needs, choose services that state they do not train on your data, and remember Vietnam's Personal Data Protection Law has applied since 1 January 2026.

  • You should. Label it "AI assistant" and always offer a way to reach a person. Vietnam's AI Law also requires labelling AI-generated content that could mislead.

Watch the true story

Chị nhắn dừng lại, AI agent vẫn xoá thư tiếp. Bạn dám giao hộp thư cho AI không?

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Words in this guide

Each word has its own page in the AI glossary.

Sources

The dated facts on this page come from the original sources below.

  1. Cổng thông tin điện tử tỉnh Hà Tĩnh
    Luật Bảo vệ dữ liệu cá nhân chính thức có hiệu lực thi hành từ ngày 1/1/2026
  2. Thư Viện Pháp Luật
    Luật Trí tuệ nhân tạo 2025, số 134/2025/QH15