AI Associate Ethical AI and Data Privacy Practice Question
A company is implementing Einstein Next Best Action for their customer service agents. They want to ensure that AI recommendations are provided as suggestions but that agents retain the final say. Which TWO practices support this goal of human oversight?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Configure the system to require agent confirmation before executing any AI-recommended action
Human oversight can be achieved by requiring agents to confirm before an action is taken, and by clearly presenting AI recommendations as suggestions. Disabling the AI or automating actions removes human involvement. Training agents is helpful but does not directly ensure oversight in the workflow.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Disable all AI recommendations and rely solely on agent judgment
Why it's wrong here
Disabling AI removes the benefit of recommendations; oversight can coexist with AI assistance.
- ✗
Train all agents on how AI models work
Why it's wrong here
Training is good but does not enforce oversight in the workflow; it's a supporting activity, not a direct practice.
- ✗
Automate the top recommendations to save agent time
Why it's wrong here
Automation removes human oversight; the goal is to keep the human in the loop.
- ✓
Configure the system to require agent confirmation before executing any AI-recommended action
Why this is correct
Requiring confirmation ensures that agents have the final say and can override AI suggestions, directly supporting human oversight.
- ✓
Display AI recommendations as optional suggestions that agents can accept or ignore
Why this is correct
Presenting recommendations as optional allows agents to use their judgment, maintaining oversight while still leveraging AI.
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