Seamless escalation from AI to agent

When the AI isn't confident — or when a customer needs a human — Retenza routes the conversation to the right agent instantly.

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How it works

Any conversation can be escalated by the AI (low confidence), by a rule (e.g., complaint intent), or by an agent reviewing the draft. Escalated conversations are flagged in the priority queue with full context — so agents can take over without re-reading the thread.

Key capabilities

✓Automatic escalation on low confidence
✓Rule-based escalation by intent, tag, or keyword
✓Full conversation context preserved on handoff
✓Priority queue for escalated tickets
✓Escalation rate tracked in analytics

Common use cases

Complaint handlingRefund disputesLegal or sensitive topicsVIP customer escalations

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