In OmniServe, escalation ensures that when the AI Agent reaches its limits, customers are smoothly transitioned to human support without disrupting the conversation.
What is escalation
Escalation in OmniServe refers to the intentional shift of responsibility from the AI Agent to a human agent within the same customer conversation.
When does escalation happen
Escalation occurs in two main cases:
The AI Agent is no longer able to support a request with the information available to it.
The customer explicitly asks to speak with a human agent.
In these situations, the conversation is transitioned to a human agent so it can be handled with the necessary follow-up. It allows conversations to continue with human support when needed, without breaking the flow of the interaction. This ensures customer requests are handled with the appropriate level of attention as conversations progress.
How does escalation work
Once escalation is triggered, the AI Agent steps back and the conversation is routed to a human agent based on team or agent routing rules. At this point:
An autoreply is sent to the customer to confirm that they are being connected with a human agent.
The conversation appears in the assigned agent’s inbox, or in the unassigned tab if no direct assignment is set.
The human agent takes over the engagement and is responsible for continuing the conversation manually.
This handover ensures a smooth transition, giving customers clarity while allowing agents to step in with full visibility into the conversation context.
Escalated message in agent inbox