Human-Centred Agentic Intelligence (HAI): A Three-Layer Framework for Designing Human-Agent-System Journeys

Hi all

I’m Anandakumar, an independent researcher from London. I’ve just published an open-access whitepaper on a design framework for agentic AI systems.

Full paper (free PDF): Human-Centred Agentic Intelligence (HAI): A Three-Layer Framework for Designing Human-Agent-System Journeys

THE PROBLEM

Teams building agentic AI face two different design challenges — and most frameworks conflate them:

• Task-level: How does the agent behave at each STEP of a product interaction? • Lifecycle-level: How does agent behaviour evolve across a customer’s full RELATIONSHIP (Awareness → Purchase → Retention → Advocacy)?

These need different vocabularies — but share the same underlying infrastructure.

THE HAI FRAMEWORK

A Dual-Mode, Three-Layer design matrix:

Three shared layers: → Human Layer — what the person sees, does, and feels → Agent Layer — how the agent reasons, acts, and handles failure → System Layer — data, infra, protocols, and governance

Two modes: → User Journey Matrix (Step-Based) — for product/task design → Customer Journey Matrix (Stage-Based) — for lifecycle/CX design

Agent Mode Taxonomy per phase: → Assistive (human controls) / Advisory (agent suggests) / Autonomous (agent acts) Autonomy should increase with trust — not be set globally.

ALSO INCLUDES

• 7-type Goal Failure Response Protocol with mode-specific recovery paths • Logical Handover Framework (5-state model + 9-element context package) • Multi-Agent Role Taxonomy (Orchestrator / Specialist / Verifier / Liaison) • MCP + A2A Protocol Layer integration per step/stage • EU AI Act risk classification at step and stage level • Excel template with dropdowns — free download in the Zenodo record

QUESTIONS FOR THE COMMUNITY

1. Does the step-based vs. stage-based distinction match challenges you’ve faced?
2. Any gaps in the Assistive/Advisory/Autonomous taxonomy from your experience?
3. How are your teams handling EU AI Act compliance at the step/stage level?

Happy to discuss — especially on failure handling and Agent Mode design.

Human-Centred Agentic Intelligence (HAI): A Three-Layer Framework for Designing Human-Agent-System Journeys

License: CC BY-NC-ND 4.0 | Anandakumar Muniasamy Pothiraj, London