SearchUnify’s AI Escalation Manager Agent

AI Escalation Manager is an autonomous agent that proactively identifies and mitigates potential case escalations, minimizing manual firefighting and streamlining support operations. It predicts, prioritizes, and manages potential escalations so teams can focus on the right work at the right time.

The result is an agentic experience where AI anticipates and prevents escalations, reduces resolution time, and improves customer satisfaction.

Core Capabilities

  • Proactive escalation detection: Predicts and flags likely escalations before they occur.

  • Operational efficiency: Reduces reactive work; focuses attention on critical cases.

  • Data-driven insights: Surfaces patterns, triggers, and risk drivers via analytics.

  • Cost reduction: Avoids high-cost escalations and after-hours overtime.

  • Centralized oversight: Unified dashboard for configuration, alerts, and performance.

  • CSAT optimization: Faster handling of complex cases through proactive routing.

Inputs & Signals

  • Case metadata (type, priority, product, account, SLA)

  • Conversation content and recent activity (comments, internal notes)

  • Customer profile and history (entitlements, prior escalations)

  • Sentiment and intent signals

  • Timers and thresholds (SLA, inactivity, breach proximity)

How It Works

  1. Ingest: The agent ingests cases from the connected CRM/ticketing system. It tracks all conversations, including live conversations on your L1 agent and those in the CRM.

  2. Assess: It analyzes complexity, sentiment, history, SLA risk, and knowledge coverage.

  3. Score: It predicts escalation likelihood and assigns a risk score with reasons.

  4. Act: It routes high-risk cases to the best-suited live agent or notifies managers.

  5. Assist: It provides an escalation summary (score, drivers, suggested actions).

  6. Learn: It continuously improves via supervised learning and labeled outcomes.

Escalation & Handoff

  • Skill-based routing to live agents: Matches based on expertise, workload, language, and availability.

  • Real-time alerts to managers: Sends alerts via Slack or email when risk crosses configurable thresholds.

  • Agent assist panel: Shows the risk score, primary drivers (e.g., SLA breach risk, negative sentiment, repeated contact), and recommended next steps to ensure a seamless handoff with full context.

    Note: Predictive capabilities rely on real-time data, supervised learning, and historical analysis. Triggers and thresholds are fully configurable to your SLA policy. The agent is part of SearchUnify’s Agentic Suite and supports cross-agent collaboration.

Setup & Configuration

Once the agent has been deployed, you can view the analytics data for it under AI Escalation Manager Analytics - Open Cases and AI Escalation Manager Analytics - Open Escalation Prediction Cases.