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LATHICAI Glossary

Agents & Agentic AI

Human escalation

Transferring a conversation or task from an AI system to a person.

Example

A support bot passes a complicated refund request to a human representative.

Why people use it

It gives people a route out when automated help cannot resolve their problem.

What you'll hear

“Please connect me to a person.”

What this means for you

Make the route to a person visible and pass along useful background information.

Can you control it?

Sometimes

Sometimes. Your choices depend on the tool and your access. The settings available to an everyday user may differ from those available to the people running it.

Common questions

Is human escalation the same as one AI agent handing off to another?
No. The recipient is a person who can exercise human judgment.
Will the person see the earlier conversation?
Only if the service passes it along. Otherwise, the customer may have to explain the problem again.
Does a human takeover have to happen immediately?
No. Some services arrange a later reply or callback rather than an instant transfer.

Related terms

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