Intelligent Human Collaboration (HITL)
Ema agents support Human-In-The-Loop (HITL) capabilities that allow you to involve a human decision-maker at key points in a workflow. HITL is useful in three scenarios:
- Ema is unsure of the path forward and needs more information from the user (e.g., select option A or B).
- Ema needs additional information before taking an action (e.g., ticket priority when creating a ticket).
- An admin wants Ema to always stop for approval before proceeding.
HITL in the Intelligent Actions Agent
You can enable HITL for each external tool (e.g., Create Ticket) within the Intelligent Actions agent. This allows you to review parameters before the agent executes the tool.
Configuration Options
- Message, confirmation button, cancel button -- Customize the text displayed to the user.
- Hidden parameters -- Select parameters that should be hidden from the end user (e.g., User ID).
- Mandatory vs. optional HITL:
- Mandatory -- Ema always pauses for approval.
- Optional -- Ema only invokes HITL when it needs more information to proceed.
HITL in Intelligent Actions is available in both Conversational and Document Intelligence type AI Employees.
HITL in the Extract Entities Agent
HITL can be enabled with the Extract Entities agent to ensure humans can approve extractions.
- Set it up using the Human Feedback setting in the Extract Entities agent.
- When HITL is enabled and invoked during a run, the user is asked to approve the extraction before the workflow continues.
HITL in the Categorize Conversations and Route Agent
HITL can be enabled in the Categorize Conversations and Route agent. It is invoked when Ema is unsure which option to select and needs help from a human.
The Human Collaboration Agent
A standalone HITL agent is available for chat-based workflows. Admins can configure:
- Success criteria -- Conditions under which the workflow should proceed.
- Failure criteria -- Conditions under which the workflow should stop or escalate.
Ema uses these criteria to determine when to involve a human in the workflow.