Not every case needs a person, but some require judgment or authority that automation should not exceed. This solution defines when a conversation should be handed to a qualified employee and how context and previous steps are transferred for continuity.
How is it implemented?
Escalation rules are defined for request type, unresolved questions, customer requests, risk level, or required approval. The receiving team, case priority, and transferred context are specified, along with clear limits on what automation may promise or do before handoff.
Expected value and scope
Structured handoff combines the speed of automation with human judgment where needed. Its effectiveness depends on clear routing rules, availability of the responsible team, and ownership management between the system and staff.
