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When an agent can’t give the answer, what should it do next?

When someone asks an agent to make a consequential personal decision, a refusal can be correct and still leave them stranded. While designing an evaluation for a client, I worked through that tension.

  • When an agent can't answer a consequential decision, it must decide next steps.
  • Respecting user's limit, agent can't decide for them, leaving user with no options.
  • Useful response involves offering a feasible next step, allowing user to decide.

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