Escalate when agents disagree
Design an escalation path for agent disagreement using clear incident roles and triggers.
Escalation A refund workflow has three agents: policy, fraud, and customer-context. Policy says approve, fraud says hold, customer-context says the account is strategic. The customer is waiting in chat. The wrong move is to hide disagreement behind a confidence average. The system needs command, not vibes. ICS translated Name command, classify the signal, preserve the record Incident Command System works because everyone knows who has authority, what the current objective is, and how information flows. Use the same shape for agent escalation. Average votes Fast, but hides the reason agents disagree. The system pauses only when it should, and the…
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