Escalate when the answer is uncertain, the action needs authority, or the customer asks for a person.
Check the information
Can the question be answered from a reliable source available to the assistant? If the source is incomplete, decide whether one clarification can help or whether the team must investigate. Do not fill the gap with a plausible guess.
Check the authority
A policy explanation and a policy exception are different tasks. Identify actions that need approval or verification, and set their permissions explicitly. Include refunds, cancellations, and changes to personal details in the review.
Check the customer’s preference
A direct request for a person should have a direct route. Also plan for frustration, repeated failures, and sensitive issues. Make the handover context useful and the expected response time honest.
Review the boundary over time
Sample both escalated and un-escalated conversations. Look for unnecessary handovers and situations where the assistant should have stepped aside. Update the rules with your team and retest the affected scenarios.
See the experience for yourself.
Bring a shopper question to the interactive demo.
Try a conversation