The Requirement
Article 14 requires human oversight of high-risk AI systems — oversight that prevents or minimizes risk, interprets system outputs correctly, and disregards/overrides/reverses outputs when appropriate. Not a rubber stamp.
What ‘Meaningful’ Means
Reviewers must understand the system’s capabilities and limits. They must have the authority and practical ability to override. Systems that make overriding practically impossible (no undo, no audit trail) fail the test.
CRM Agent Design
Every autonomous action taken by a high-risk agent has an undo path. Users and admins can inspect what happened and why. Escalation paths exist for low-confidence or high-stakes cases. Audit trails make all of this auditable after the fact.
Training and Documentation
Humans who oversee agents need training — what the agent can and cannot do, common failure modes, when to intervene. Undocumented oversight is not meaningful oversight. Invest in the training program.