Escalation (human handoff)
Also called human handoff, escalate to a human, handoff summary
When an AI agent passes a case to a person, along with what that person needs to act on it.
An agent that knows when to stop is as useful as one that solves things. Escalation is that stop: the agent hands the case to a person because it isn't allowed to finish it, policy doesn't say, or the customer asked.
What matters is what goes with it. The person usually can't see the conversation, so a good handoff carries the case itself: who the customer is, what went wrong, how much is at stake and what the agent recommends. With that, they act in a minute instead of starting over.
For example
A refund above the agent's limit reaches a support lead as: customer C-20931, order 4471 arrived broken, $219, refund in full.
Put it to use
Where you'll meet escalation (human handoff) in ChatGPT, Gemini and Claude, how to use it there, and the mix-up most people make.
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