Escalation Fidelity Threshold

Escalation fidelity is the share of calls an AI voice agent routes to the right human, with the right context, at the right moment. It is the number that decides whether an agency voice retainer survives renewal, because a booking agent that handles 80 percent of calls but dumps the remaining 20 percent into a queue without caller history creates more client complaints than a missed call ever did. Measure it before pricing: pull 50 real call recordings, tag every handoff, and count how often the agent recognized the trigger (billing dispute, clinical question, angry caller) and passed a usable summary. Trillet's identity verification and audit trail exist precisely because regulated clients treat a mis-routed handoff as a compliance event, while Goodcall-style inbound capture leans on CRM sync to make the transfer legible. Agencies that quote a flat monthly fee before running this test are pricing blind.