LLMs, GenAI, RAG, agents, evaluation · insight-1564
Hand a case to a human with a structured summary, evidence and attempted actions, not the transcript
- Evidence type
- practitioner heuristic
- Difficulty
- easy
- Roles
- Applied AI, Data analyst
- Industries
- aviation, telecom
Summary: situation, action, reason, boundary
Situation
An agent cannot resolve a baggage-delay claim and escalates to a human agent.
Action
Generate a structured handoff with the customer's request, verified facts and their sources, actions already taken with outcomes, the reason for escalation and the options considered, and keep the full trace linked.
Reason
A structured handoff lets the person start from the decision point and avoids duplicated or conflicting actions.
Boundary
Agents with an escalation path to staff.
Symptom or risk
The person must read a long transcript or ask the customer again, and may repeat actions the agent already tried.
Exceptions
Very short interactions need only the request and a link.
Trade-offs
The summary can be wrong, so keep the source trace one click away.
Pitfalls
Including unverified model guesses in the facts section.