Defining Agent Responsibilities
Clearly defined responsibilities ensure every agent knows exactly what it is responsible for and what it should hand off to another agent or a human.
Responsibility Matrix
For a multi-agent Customer Support System:
Triage Agent:
✓ Classify the incoming request type
✓ Route to the correct specialist agent
✓ Set priority level
✗ Do NOT attempt to resolve the request
✗ Do NOT contact the customer
Refund Agent:
✓ Look up the order
✓ Check eligibility
✓ Issue refunds under $100
✓ Send confirmation or rejection emails
✗ Do NOT access orders for other users
✗ Do NOT issue refunds over $100 without approval
Escalation Agent:
✓ Create a support ticket for complex cases
✓ Notify the on-call human agent
✓ Provide full context including history of automated attempts
✗ Do NOT make autonomous decisions on escalated cases