When does a conversation escalate to a human?

SwissCXAI escalates a conversation to a human specialist when:

• The AI is uncertain about the correct answer
• The question touches policies not included in the knowledge base
• A customer expresses dissatisfaction or frustration
• A reply requires empathy, judgment, or brand-sensitive handling
• A request contains confidential or complex information
• A workflow requires manual validation or verification

In all cases, a human ticket is created automatically.