4 articles on this topic.
Adding an assistant to a chat window does not make a workspace where humans and AI agents work together. Six design decisions do, and most of them are about control rather than capability.
Support is more than answering questions. A governed AI agent can triage, draft, and resolve routine tickets while keeping a person on refunds, escalations, and anything sensitive.
Google Docs beat Word by going multiplayer. Figma beat Photoshop. AI has not had that moment yet, and the missing piece is not shared context. It is shared control.
Human-in-the-loop design can be precise rather than performative. The checkpoint should appear at the moment risk changes, with enough context for a fast decision.
