# Escalation Design: Teaching an AI Agent When to Stop

> A look at why AI customer-service agents fail not because they misunderstand customers, but because they don't know when to stop trying and hand off to a human. Drawing on UJET's virtual agent and intelligent omnichannel platform, the piece argues that good escalation design is defined by two questions: what triggers a handoff, and what context travels with it. A survey of 250 frontline agents found 65% of customers express frustration about repeating information after a chatbot.

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Last updated: 2026-08-06