Don’t YOLO Your AI Bot: A Framework for Safer Customer Automation

AI agents are becoming remarkably easy to add to customer service workflows, but easy installation does not mean safe deployment. A customer-facing automation that works perfectly during a demo can still hallucinate, access the wrong information, claim to have completed actions it never performed, or trap customers in frustrating conversations with no clear route to a human. In this episode, Greg Ross-Munro and Justin Davis introduce the FRAME framework, a practical way for service businesses...