Human Oversight Gate for Ticket Triage (QA)

Human Oversight Gate for Ticket Triage (QA)

1. 01

   Define escalation triggers for complex or emotionally charged tickets

   Work with the client to specify criteria that route tickets to human agents, such as sentiment scores below a threshold, mentions of legal terms, or repeated contact attempts.

2. 02

   Set a maximum autonomy rate for automated resolutions

   Agree on a target percentage of tickets that AI can fully resolve without human review, typically 20-40% for most agencies, and configure the system to flag anything above that for manual audit.

3. 03

   Implement a sampling review process for AI-handled tickets

   Have senior agents review a random sample of at least 10% of automated resolutions weekly, checking for accuracy, tone, and adherence to client policies.

4. 04

   Monitor escalation rates and resolution quality metrics

   Track how often AI-routed tickets are re-opened or escalated, and compare customer satisfaction scores between AI-handled and human-handled tickets to spot systemic issues.

5. 05

   Conduct a monthly calibration session with the client

   Review performance data, discuss edge cases, and adjust the triage rules and escalation triggers based on real-world outcomes and changing client priorities.

6. 06

   Document all overrides and exceptions for continuous improvement

   Log every instance where a human agent overrides an AI decision, and use those logs to refine the model's training data and routing logic.