Glossary
Escalation rule
What is an escalation rule?
An escalation rule says when an AI agent must stop work on a case and hand it to a named person: for example, when figures conflict, an amount crosses a threshold, or the agent fails after a set number of attempts.
Also called: Hand-back rule
Why it matters
An agent that never hands work back is a risk, and one that hands back everything saves little. A rule with a condition, a threshold and a named recipient puts people on the cases that need them, and it can be tested on cases just inside and just outside the line.
Example
A revenue review agent hands the case to the Revenue Ops lead whenever figures conflict or a renewal moves the total by more than 5%.