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E-Commerce AI Systems

Smart Escalation to Humans

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The Art of Escalation

When AI Should Step Back

Knowing when NOT to handle something is just as important as knowing how to handle it. The best AI agents have clear escalation paths.

Escalation Triggers

Automatic Escalation Required:
  • Customer explicitly asks for human agent
  • Legal threats or mentions of lawyers
  • Safety concerns or harmful content
  • Account security issues
  • Repeated failures (3+ failed attempts)

Confidence-Based Escalation

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Effective Handoff

When escalating, pass everything the human agent needs:

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Customer-Friendly Escalation Messages

Don't just say "transferring you." Be helpful: