Inventory the actions
List each action as a verb, an object, and a system.
FutureCentral Research · Playbook 02
The Agent Action-Scope Playbook
Which customer-facing actions should your banking AI agent be allowed to take?
Build a documented action-scope map that separates unaided actions, human checkpoints, and actions the agent must not execute.
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Five steps to a documented scope decision
Use the playbook for one proposed workflow at a time. Each step produces a document the review team can examine.
Classify authority and reversibility
Assign an authority tier and check what the bank can actually reverse.
Write the reason first
Explain each placement in language the conduct committee can assess.
Apply the disqualifiers
Check attribution, remediation, and revenue-side safeguards.
Name owners and review dates
Give every human checkpoint a responsible person and a date for review.
Preview the playbook
For digital-channel leaders, customer-service operations, compliance heads, and product owners at Indian banks.
Includes a customer-service scenario, a 14-point scope check with corrective actions, a first-30-days plan, and a printable action-scope worksheet.
Regulatory references are dated October 18, 2026. The playbook identifies its operating assumptions and scope limits.
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