AI Escalation Rules

Ensure critical conversations are handled by the right team members. AI Escalation Rules allow you to automatically transfer conversations from the chatbot to a human agent whenever predefined conditions are met.

This helps maintain service quality, improve customer satisfaction, and prevent situations where AI assistance alone may not be sufficient.

Common Escalation Triggers

• Customer requests a human representative

• Complex or unresolved inquiries

• High-priority support requests

• Billing and payment concerns

• Technical issues requiring manual assistance

• Negative sentiment detection

Escalation Workflow

1. AI identifies an escalation condition.

2. The conversation is routed to the appropriate team or department.

3. Relevant conversation history is transferred automatically.

4. A human agent continues the interaction without losing context.

Benefits

• Faster issue resolution

• Better customer experiences

• Reduced support workload

• Improved handling of sensitive situations

• Seamless transition between AI and human support