Escalation Rules

Custom confidence thresholds and seamless human handoffs.

Configurable confidence thresholds — no engineering required
Hard stops for fraud, regulatory complaints, and legal threats
Every escalation logged with confidence score and reason

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Escalation Rules

Custom confidence thresholds and seamless human handoffs.

Confidence thresholdsQuery-type routingInstant handoff with full contextSLA-aware escalation

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Capabilities

Escalation Rules. Your agent handles it perfectly.

The biggest risk with AI in customer support is the wrong answer in the wrong situation. supVision's escalation system lets your team define exactly when the agent should handle a query autonomously and when it should hand off to a human - with everything the human needs already attached.

Confidence thresholds

Set a minimum confidence score for each query category. Below the threshold, the agent escalates automatically - with the full context and the reason for uncertainty included.

Query-type routing

Route different query types to different teams. Verification disputes go to compliance. Fraud flags go to the fraud team. Complex account queries go to senior support.

Instant handoff with full context

The human agent receives the complete conversation history, all data retrieved, confidence score, and the reason for escalation - before they type a single word.

SLA-aware escalation

Configure escalation urgency based on query type or customer tier. High-value customers or regulatory-sensitive cases can be flagged for immediate human attention.

How it works

From query to resolution — step by step.

See how supVision handles escalation rules in your live support flow.

Your compliance and support leads define escalation thresholds, routing rules, and hard stops during onboarding - no engineering required.

For each incoming message the agent calculates its confidence score and checks whether the query type has any mandatory escalation rules applied.

Above the threshold - the agent resolves and logs. Below the threshold or matching a hard-stop rule - it escalates instantly with full context.

The receiving agent sees the full history, all retrieved data, the escalation reason, and the recommended next action - no re-asking the customer for information.

Configure your rules

Your compliance and support leads define escalation thresholds, routing rules, and hard stops during onboarding - no engineering required.

Agent evaluates every query

For each incoming message the agent calculates its confidence score and checks whether the query type has any mandatory escalation rules applied.

Autonomous resolution or handoff

Above the threshold - the agent resolves and logs. Below the threshold or matching a hard-stop rule - it escalates instantly with full context.

Human agent picks up seamlessly

The receiving agent sees the full history, all retrieved data, the escalation reason, and the recommended next action - no re-asking the customer for information.

Control exactly when AI acts and when humans step in.

Configurable escalation rules with no engineering required. Go live in days.

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Frequently Asked Questions

supVision is built for the full spectrum of fintech support: identity verification questions, transaction disputes, payment failures, account onboarding, card and limit queries, and regulatory information requests. If it's a repeatable support case in a financial services context, supVision can resolve it autonomously.

Most teams are live within 3–5 business days. supVision connects to your existing helpdesk, CRM, and identity verification providers - no platform migration required. You configure escalation rules, set confidence thresholds, and go. There is no 6-month implementation project.

supVision escalates to a human agent with full context, the conversation history, the decision trace, and the reason for escalation. Your team never starts from zero. You control the confidence thresholds that trigger escalation, and every handoff is logged for audit.

Yes. GDPR and PCI DSS compliance is built into the product, not added on top. supVision never stores raw card data, supports right-to-erasure requests, and produces a full audit trail for every automated decision. All infrastructure is SOC 2-aligned with end-to-end encryption in transit and at rest.

supVision integrates with the tools your team already uses - Zendesk, Intercom, Salesforce, Freshdesk, and custom CRMs. It also connects to your identity provider and knowledge base to resolve queries with real data and your own internal policies, not generic responses.

Your compliance and support leads configure rules through a no-code interface. Engineering is not required to adjust thresholds, add routing rules, or create hard stops.

You configure the out-of-hours behaviour: queue the case with an SLA timer, send an immediate notification to an on-call contact, or acknowledge to the customer with an expected response time.

Yes. You can apply stricter escalation rules for high-value customers, regulated entities, or specific geographies - and the agent applies the correct rules automatically based on the customer profile.

Yes. Every escalation is logged with the confidence score, the query classification, the rule that triggered escalation, and the full conversation. Reviewable in your dashboard and exportable for audits.