AI where it can. Humans where it matters.
Let the AI take on what it can, and route complex, sensitive or important cases to your team, with the investigation and customer context already done.
Why teams use the Escalation
Humans for what needs them
The AI handles what it can, complex and sensitive cases go to your team.
Escalates with the groundwork done
Hands over the investigation and customer context, instead of making the human start from scratch.
To the right person
Routed by issue, customer, account, urgency and other context.
Control over autonomy
You set when the AI can act on its own and when a human needs to decide.
How the Escalation works
Define when humans are needed
Situations, confidence, customer conditions and signals that trigger an escalation.
AI investigates first
Agents do what they can before anything is ever handed over.
Hands over cleanly
With the investigation, context and the relevant information in tow.
To the right person
Routed by context, so the case lands where it belongs.
Common questions
When does an agent escalate? +
Whenever you set it to, for example on low confidence, sensitive topics, important accounts or when the customer wants a human.
Does my team then start from scratch? +
No. The agent hands over the full investigation and customer context, and your team picks up where the AI left off.
Do we keep control? +
Yes. You define when the AI can act on its own and when a human needs to decide.
Works with the tools you already use
Automate the routine, keep control.
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