Human handover
The best AI knows when to call a human.
KNOWLEDGE HUB / INTELLIGENCE IN PRACTICEDesigning escalation paths that keep both the person and their context in view.
Make escalation a designed path
Decide in advance which requests require a specialist, an approval or an immediate handover. Avoid leaving these choices implicit.
Send the context with the call
Capture the customer’s intent, verified details, actions already attempted and the reason for escalation. The person taking over should not need to begin again.
Review the boundaries
Look at both missed escalations and unnecessary handovers. Use that review to improve the workflow, not simply to minimize the number of human interactions.
What would this look like for your business?
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