Escalation Ceiling

Escalation Ceiling is the point at which a voice agent stops resolving calls on its own and hands them to a human, and it sets the practical limit on what an agency can charge for the deployment. Two numbers define it: the share of calls the agent closes without transfer, and the accuracy of the transfers it does make. A system that books appointments cleanly but misroutes a billing dispute to a booking queue burns client trust faster than a missed call would. Trillet's identity verification and live-system action execution exist precisely to push that ceiling higher in regulated work, while Ruby keeps humans in the loop by design and prices accordingly. Before quoting a retainer, pull 50 real call recordings, tag every transfer, and price the offer against the labor that remains above the ceiling rather than the labor the agent replaces.