Framework Proposes Auditable Human-Agent Collaboration for Support Ticket Triage

A new design framework called the Collaborative Human-Agent Protocol (CHAP) aims to make AI-assisted support ticket triage transparent and accountable. The framework treats agent recommendations as events within a collaborative workflow rather than final decisions, ensuring human judgments and overrides are recorded as structured operational data. It defines clear decision boundaries, separating low-risk agent suggestions from actions that require human authorization. The tutorial is implementation-neutral, meaning engineering teams can apply it across their own choice of platforms, model providers, and identity systems. Its core goal is to give organizations a reliable audit trail showing how work moved through the system and where human judgment was applied.