Build an Escalation Note
Use risk signals to decide when an AI-supported case should move to a specialist or manager. through a worked activity.
Leo sees a quiet enterprise ticket: "API latency after migration." No angry language, no all-caps, no refund demand. But the account has a launch tomorrow and three failed workarounds. By the time the customer writes "VP looped in," escalation is already late. Escalation: Escalate when authority is missing, not only when anger is present. The common shortcut is to trust the AI artifact because it is coherent. Coherence is not the same as customer-specific truth, verified ownership, or a safe promise. Before AI draft: "This is fixed now. Thanks for your patience." After Verified reply: "The fix is not complete…
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