Smart Escalation
Intelligent routing for complex issues
PollyBot's smart escalation system automatically detects when a conversation needs human attention. Using confidence scoring and sentiment analysis, it identifies complex or sensitive issues before they become problems.
Configure custom escalation rules based on keywords, topics, user history, or AI confidence levels. Route different types of issues to different team members based on their expertise.
Escalated conversations include full context and AI analysis, helping human agents resolve issues faster and more effectively.
Did you know?
Smart escalation can reduce average resolution time by 45% by ensuring issues reach the right person the first time.
Ensure every customer gets the right level of support with intelligent escalation.
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