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Intelligent Escalation
The ability of an AI agent to recognize when a conversation requires human involvement and transfer it seamlessly.
Intelligent Escalation ensures customers always get the right response. The agent identifies situations requiring a human agent: complex complaints, unusual requests, customers explicitly asking to speak with a person, or emotional situations. The transfer includes a conversation summary so the human agent doesn't need to ask again. According to Forrester, Intelligent Escalation improves satisfaction by 35% compared to "blind" transfers (Source: Forrester, 2024).