A city 311 portal redesigns its resident chat so callers can see what the agent is about to do before it files a service request. Which UI pattern best supports that goal?
Select an answer to reveal the explanation.
Short Explanation
Think of it like a clerk sliding the filled-out form across the counter and waiting for your signature before dropping it in the inbox. The resident should see the planned service request and say yes—otherwise the agent is a black box that files things without consent.
Full Explanation
In a municipal 311 redesign, the UI must treat agent tool use as a proposed civic action, not a silent side effect. Showing pending agent actions in the chat pane and requiring resident confirmation before filing implements a preview-and-confirm control: the agent drafts the service request, surfaces that intent in human-readable form, and only invokes the filing tool after explicit assent. That pattern aligns human–agent interface design with informed consent for consequential government transactions—exactly what a portal is trying to achieve when residents must see what the agent is about to do.
Auto-submit without preview fails because it optimizes for throughput while removing the consent gate; the resident never validates address, category, or narrative before an official ticket exists. Hiding all tool use and revealing only a final ticket number fails because opacity after the fact cannot substitute for prospective review; residents cannot correct a misfiled request they never saw. Replacing chat with a static FAQ fails by concept because FAQs answer information needs but do not execute agent-mediated filings—the redesign goal is agent action with resident oversight, not content-only self-help.
Exam caveat: preview-and-confirm is about interaction design and accountability for tool calls, not encryption, model size, or retrieval quality. Do not conflate consent UX with unrelated security controls.
Operational check: in staging, draft a request with a deliberate address typo, confirm that the pending action pane shows the bad address, require confirm/cancel, verify cancel leaves no ticket, and verify confirm creates exactly one 311 request with the resident-approved payload.