Human review & kill switch

Match review to action risk, preserve meaningful reviewer choices, sample bounded autonomy, and suppress new or in-flight AI work instantly by scope.

Human oversight is useful only when the reviewer has the authority, context, time, and genuine ability to change the outcome. LendEasy does not turn “click approve” into a universal safety claim.

Review modes

Mode	When used	Human decision
Pre-action approval	High-impact or A2 prepared actions.	Accept, edit, reject, escalate, or request facts before effect.
Concurrent supervision	Live voice or complex interaction where configured.	Take over, pause tool access, or terminate session.
Post-action sampling	Qualified A3 low-risk actions.	Confirm, coach, correct downstream state, or open incident.
Investigation review	Quality, complaint, drift, or policy trigger.	Determine root cause and containment.

The action policy—not merely “AI touched it”—selects review mode. Some summaries can be sampled; a loan modification may require distinct approval regardless of author.

Review record

POST /v1/servicing/ai-outputs/{outputId}/review stores decision, reviewer, time, reason, edits, evidence, and applicable checklist. The original output remains immutable beside the edited or accepted result.

{
  "decision": "accepted",
  "reasonCode": "facts_and_policy_verified"
}

Reviewers see cited facts and freshness, not only polished prose. A missing citation or expired fact blocks acceptance where policy requires grounding.

Sampling

Sampling combines random coverage with risk strata:

new model, prompt, tool, or policy versions;
regulated or sensitive case types;
low confidence or missing-fact recovery;
reviewer edits and reversals;
customer complaints and opt-outs;
subgroup and language cohorts;
rare actions with high severity.

Metrics remain segmented by action, model, prompt, policy, cohort, and reviewer. Acceptance rate alone is not a quality metric.

Suppression scopes

A kill switch can stop all AI work or a narrow slice by tenant, agent profile, model version, queue, case type, task type, channel, tool, or action. Dispatch checks suppression before starting; active sessions check it before every tool call.

suppression activated
  ├─ queued sessions → declined
  ├─ active generation → stopped at boundary
  ├─ future tool call → rejected
  └─ already submitted external effect → monitored/reconciled, never duplicated

Stopping an AI session cannot recall an ACH file or message already accepted by a provider. Those effects follow their owning cancellation and reconciliation state machines.

Restore safely

Restoration records scope, incident/cause, remediation, validation evidence, approver, time, and monitoring plan. Restoring one profile does not implicitly restore a globally suppressed model or tool.

A reviewer and the AI session are always distinct actors. Where maker-checker applies, the reviewer must also satisfy the action’s role and separation-of-duties policy.