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Bot-to-Agent Escalation

Description

Manages the handoff from an automated bot to a live human agent, transferring full conversation context, collected entities, and sentiment signals. The escalation can be triggered by explicit customer request, low-confidence intent, or policy rules such as complaint detection.

Canonical use case

After a chat bot fails to resolve a billing dispute in three turns, it escalates to a billing specialist agent and passes the full transcript and collected account details so the agent does not need to ask the customer to repeat themselves.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing