AI-CUSTOMER-SERVICE5 MIN READ
Explain escalation without blaming the AI
Use handoff principles to explain escalation clearly and keep ownership with the company.
Marcus M Customer C Capability K Context O Owner Escalation moment 20 sec Customer worries about transfer Marcus has already given screenshots, invoice number, and dates. The next step requires Billing Ops authority. The handoff should make the customer feel carried forward, not bounced. 3 facts already collected 1 posted invoice change
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