High-risk cases
Cancellations, deposits, complaints, damages, overbooking: the system must stop and ask for approval.
AI, but with human escalation and audit.
At scale, power comes from control: rules, approvals, and a clear history of actions.
Approvals
Review sensitive actions.
Audit logs
Traceability for disputes.
Owners
Clear accountability by incident type.
Why it is non-negotiable
Without escalation and audit, automation creates operational debt. With a framework, it creates margin.
Evidence
When conflict happens, you have a clear timeline: messages, decisions, documents, approvals.
Durable quality
Train teams with facts and improve the system, not just a single incident.
Escalation rules
Simple thresholds: amounts, keywords, timeouts, incidents. AI does not act on sensitive cases.
Approval before sending
For important messages (cancellations, deposits, disputes), require approval by the right role.
Audit log
Readable history to trace decisions and actions. Useful for quality, training, and evidence.
Accountability by role
Who approves what, on which properties: a clear framework to reduce mistakes as the team grows.
Connect support, docs and roles
Control comes from the right documents, RBAC, and constrained support automation.