The ability to perform high-agency tasks is important, but it is just as important to ensure that agents can execute tasks competently, reliably, and consistently, when deploying them in high value use cases. Why is customer support such a challenging space? Over the past few months, Large Language Models (LLMs) have significantly advanced. Products like ‘computer use’ from Anthropic and OpenAI, and DeepResearch by OpenAI, demonstrate LLMs’ increasing capability in high-agency tasks. High-agency...