What is AI Escalation?

AI escalation refers to the process by which an AI customer service system transfers a conversation to a human agent. Intelligent escalation happens at the right time, to the right person, with complete context - unlike frustrating transfers that make customers start over.

When AI Should Escalate

Good AI knows when to hand off:

• Complexity: Issue requires judgment beyond AI capability
• Emotion: Customer is frustrated and needs human empathy
• Sensitivity: Topic requires human discretion
• Preference: Customer explicitly requests human help
• Authority: Decision requires manager approval
• Edge case: Unusual situation outside AI training

Elements of Good Escalation

• Context transfer: Full conversation history shared
• Issue summary: Clear explanation of the problem
• Actions taken: What AI already tried
• Customer info: Relevant account details
• Recommended action: Suggested next steps for agent

Escalation Methods

• Warm transfer: AI hands off live to available agent
• Queue transfer: Creates ticket for next available agent
• Scheduled callback: Agent calls customer back
• Channel shift: Move from chat to phone if needed

Escalation Triggers

AI escalates based on:

• Confidence level: AI uncertain about answer
• Sentiment detection: Customer frustration increasing
• Explicit request: Customer asks for human
• Topic classification: Sensitive topics always escalate
• Loop detection: Issue not resolving after attempts

Measuring Escalation Quality

• Escalation rate: What percentage of conversations escalate
• Appropriate escalation: Did the escalation actually need human help
• Context quality: Did agent have what they needed
• Post-escalation CSAT: Customer satisfaction after handoff

Maven AGI Difference: Our escalation is surgical, not frequent. With 90%+ resolution rates, escalation is the exception. When it happens, agents receive full context, issue summary, and recommended actions. Customers never repeat themselves.

Book a demo to see intelligent escalation.