Complaint Escalation

Complaint Escalation

When to Use

Customer complaint, legal threat, or regulatory risk. Common scenarios: filing complaint, legal action threat, compensation demand, privacy violation report, discrimination claim.

Required Tools

• normalize_ticket
• classify_ticket
• assess_risk
• retrieve_evidence
• generate_draft

Business Constraints

• No auto-send. All complaint tickets require human review.
• Do not admit liability.
• Do not promise specific compensation amounts.
• Escalate to legal team for LEGAL_RISK flags.
• Preserve all evidence for audit trail.

Evidence Requirements

• Retrieve relevant policies (complaint handling, privacy, terms of service).
• Retrieve customer interaction history and order records.
• Retrieve prior complaint resolutions if available.

Human Review Rules

• must_human_review: true for ALL complaint tickets.
• must_human_review: true when LEGAL_RISK or PRIVACY_RISK flagged.
• must_human_review: true when draft confidence < 0.6.
• Legal team notification required for LEGAL_RISK.

Bad Cases

• Treating a complaint as a simple refund request — always escalate first.
• Over-promising resolution timelines.
• Dismissing legal threats without documentation.