Previous Logic
Previously, a conversation was not counted as escalated if the AI agent simply offered escalation.
Example:
• AI answers the customer
• AI offers an option to contact support
• The user leaves the conversation
Result:
The conversation was counted as AI resolved.
Even if escalation was offered, it was only considered escalated if the user actually proceeded.
New Logic
Now, if the AI agent renders a handover (escalation) form, the conversation is counted as escalated.
This is true even if the user does not complete or submit the form.
In other words, the simple fact that the escalation form appears means the conversation is considered escalated.
Example:
• AI answers the customer
• AI generates a handover form
• The user does not fill it out
Result:
The conversation is recorded as escalated.
Billing
Escalated conversations are not counted as successful AI resolutions.
That means:
• The conversation is marked as escalated
• It will not be billed as an AI resolution
What This Means for Your Metrics
Because of this change, you may notice:
• A slight increase in escalated conversations
• A slight decrease in AI resolution percentage
This does not mean the AI is performing worse. It simply reflects more accurate classification of conversations that moved toward human support.
Summary
Old logic
Escalation only counted if the user proceeded with it.
New logic
If the AI renders an escalation form, the conversation is treated as escalated and not charged.