Escalation quality
When policy or risk needs a person, N1 and N2 deserve context—not a wall of chat history and guesswork.
Escalate with structured handoffs, quality review, and gap detection on stale answers—so your team trusts automation.
Escalation handoff
N1 → N2 · #4834
Handoff summary
Customer requested refund outside 14-day window. Worker attempted resolution per KB §4.2. Prior ticket #3901 referenced. Account: Pro plan, 8 months tenure.
How it works
Escalation trigger
Policy & risk detection
Workers recognize policy, risk, and edge cases—instead of guessing or deflecting.
What you get
- N1/N2 escalation when policy or risk requires a human
- Structured handoffs with account and resolution context
- Escalation quality review and audit trail
- Gap detection on stale answers that trigger escalations
- Quality scores and escalation rates on your control dashboard
“What surprised me most was the personalization. It is not a bot sending the same message to everyone — it understands each user and acts accordingly. That makes the difference in a market like ours.”
Lorenzo
CEO @ Blimey
×15 · Revenue from upselling & cross
selling