Appropriate Escalation Triggers

Agents must know when to escalate to humans. The most appropriate escalation trigger is a genuine policy gap -- when existing guidelines are silent on the customer's request.

Appropriate Triggers

• Policy gaps: Policies cover scenario A but are silent on scenario B (e.g., competitor price matching when policy only addresses own-site adjustments)
• Conflicting system data: Multiple systems show contradictory information
• Authorization limits: Amount exceeds agent's authority
• Customer insistence after failed resolution: Customer demands exception after agent offered resolution

The Escalation vs Resolve Decision

When a customer explicitly demands a human agent:

1. If the issue is straightforward, acknowledge frustration and offer to resolve
2. If the customer reiterates their preference, escalate immediately
3. Never attempt extended investigation when the customer has clearly asked for a human

Anti-Patterns

• Confidence scoring: Self-reported confidence is unreliable; the agent may be confidently wrong
• Sentiment detection: Customer tone is a poor proxy for case complexity
• Blanket escalation for complexity: Complex cases within policy should be resolved, not escalated