Human override is the ability for a person (typically an agent or supervisor) to take control from an automated system during a customer interaction, such as pausing automation, correcting a suggested response, or requiring manual approval before an action is taken.
It matters operationally because automation can misinterpret intent, apply the wrong policy, or trigger actions that have regulatory or financial consequences. A clear override path helps prevent unauthorized disclosures, incorrect commitments, or improper account changes.
Effective human override includes defined roles, when-to-use criteria, and audit trails showing who intervened and why. This supports compliance reviews, reduces repeat contacts caused by errors, and helps teams balance speed with control.
