Complaints & Escalation Agent
Recognises a frustrated or sensitive case early, handles what it can, and escalates the rest to a human with full context.
The Complaints & Escalation Agent watches for the cases that should not be fully automated: a complaint, a sensitive issue, a customer who is clearly unhappy. It acknowledges the customer, resolves the part that has a clear answer, and routes the rest to the right person with everything they need to take over cleanly.
How it works
The agent reads tone and intent, applies your escalation policy, and hands off through Assist with a summary, the history, and a suggested next step already drafted. Low-risk parts of the request are still resolved through Autopilot so the human only handles what needs them.
Example requests it handles
- This is the third time I have had this problem.
- I want to speak to a manager.
- I am not happy with how this was handled.
- I need to make a formal complaint.
In your industry
- Handles citizen complaints with a clear record and a clean handoff to the right department.
- Routes sensitive student and faculty issues to the right office with full context.
- Recognises sensitive cases early and escalates them to a person with care.
- Keeps clinical and sensitive matters with humans while resolving the routine parts.
- Treats disputes and account concerns with the seriousness they need, escalating cleanly.
- Separates a routine query from a real dispute and routes each correctly.
- Escalates borrower complaints to a human with the full history attached.
- Gets urgent tenant issues to the right person fast, with context.
- Catches an unhappy customer early and hands off before it gets worse.
- Turns a frustrated checkout or order complaint into a clean, contextual handoff.
In Auralis
Auralis delivers this through Assist, which gives the human a summary, the history, and a drafted reply, and Audit, which reviews how escalations were handled and feeds the pattern back into tuning.