Question: state transitions defined in prompt?

[smartnose]

Hello,

I came across the customer service in retail example here:
https://github.com/openai/openai-realtime-agents/blob/main/src/app/agentConfigs/customerServiceRetail/authentication.ts#L67

We are defining state transitions in prompt, which I think would work for majority of the scenarios, but how are we sure the agent isn't going to hallucinate its current state, and start going off rail? I'm not seeing we enforce or check structured state anywhere else in the example.

I'm assuming that in real production project, we'd enforce the state transition using structured state, in addition to the prompt instructions? The demo is mainly simplified and doesn't enforce certain aspects of state checks? I wanna understand if my head is in the right place here, so any feedback or thoughts are very much appreciated.