Asked about Worked design: an agent acting on customer accounts

How do you stop a support agent issuing unauthorised refunds?

An answer that works

Architecturally: a narrow refund tool with a threshold above which it returns a proposal requiring human approval, idempotency keys so retries cannot double-refund, and never letting customer text authorise anything. Plus an audit log of every action and approver.

Reading an answer is not being able to give one. The section that teaches this is Worked design: an agent acting on customer accounts, 6 hours of AI system design.

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