Articles tagged “escalation”
2 articles
Voice & Conversation·15 min read
How to Build the Context Package for AI-to-Human Handoffs
AI agents escalate every day, and most send the human in blind. Here's how to build the context package that makes handoffs invisible to customers.
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Operations·11 min read
AI Agents Are Great. Until They're Not. When to Put Humans Back in Control
AI agents can handle 80% of your customer interactions with no problem. The other 20% is where your reputation is made or broken. Here's how to design escalation that actually works.
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Learn Agentic AI
Weekly. Patterns for shipping agents that work — MCP, scorecards, regression tests, prompts, model comparisons.
