Escalate Regulated Calls
Apply risk thresholds to decide when a regulated voice-agent interaction should confirm, restrict, or transfer.
Regulated edge case The caller asks to change dosage instructions. The model classifies the call as 'refill support,' but the caller's words imply medical instruction. The risk is not just wrong routing; it is unauthorized advice delivered in a confident voice. AI RMF action threshold Context + consequence + recoverability For regulated voice intents, decide whether the agent can safely understand, explain uncertainty, and recover from error. If not, restrict or hand off. Shortcut Treat it as a refill because the API can check refills. Boundary language plus warm handoff. The higher the impact and lower the recoverability, the earlier…
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