The Quiet Liability Shift: Why Enterprise Backend Teams Can No Longer Treat Agent-to-Human Handoff Points as UX Decisions Rather Than Legal and Fiduciary Boundaries
There is a conversation happening in enterprise organizations right now, and it is almost entirely taking place in the wrong room. Product managers are whiteboarding handoff flows. UX researchers are running usability tests on escalation prompts. Design systems teams are debating button labels and transition animations. Meanwhile, the legal department