What is escalation?
Passing a conversation to a human or a higher level of support when the agent shouldn't or can't handle it.
Escalation, explained
Good voice agents escalate on request, on strong emotion, on sensitive topics and when they don't know the answer.
Clear escalation rules keep the AI in its lane and the customer safe.
Escalation rules should be written down and tested: which phrases or situations trigger a hand-off, who receives the call, and what happens outside business hours.
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