Human-in-Command: Governing Agentic AI in Customer Service

The rapid integration of autonomous and generative artificial intelligence into the customer service and support sector has fundamentally altered the relationship between human agents and technological systems. As organizations shift from simple rule-based automation to semi-autonomous "agentic" AI, the requirement for effective human oversight has moved from a technical best practice to a critical governance and regulatory mandate. This research explores the "Human-in-Command" (HIC) framework as the definitive model for maintaining organizational accountability, ensuring ethical alignment, and mitigating the risks associated with algorithmic bias and automation complacency. Through a comprehensive literature review, the report traces the theoretical evolution of human-automation interaction from early aerospace models to modern human-machine teaming (HMT). It provides an in-depth analysis of the operational triggers for strategic handoffs, the cognitive demands of AI-augmented workflows, and the rigorous compliance requirements established by the European Union AI Act. The findings demonstrate that meaningful human oversight is a systemic property emerging from the interplay of interaction design, cognitive load management, and psychological trust. The report concludes that sustainable AI deployment in the service sector requires a transition toward "Humanity-in-the-Loop," a holistic framework that preserves human dignity and decisional ownership in an increasingly automated marketplace.