The 90% problem
Most automation systems can handle roughly 90% of cases without issue. Projects fail not because that 90% doesn't work, but because no one designed what happens with the remaining 10%.
Design the escalation path first
Before automating the happy path, define exactly what happens when the system is uncertain: who gets notified, what context they receive, and how quickly they need to respond.
Context is the difference between a good handoff and a bad one
A handoff that includes full conversation history, customer data, and a summary of what's already been tried feels seamless. A handoff that just says "customer needs help" erodes trust immediately.
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