The Problem
Escalation Challenges in Organizations
Most organizations struggle with exception handling, leading to slow resolutions, inconsistent outcomes, and frustrated teams
Over-Escalation
Too many issues reach managers who can’t process the volume, causing delays and inefficiency in handling exceptions
Under-Escalation
Critical exceptions sometimes slip through unnoticed, resulting in unresolved issues and operational risks across teams
Wrong Escalation
Exceptions are routed to people without authority or context, leading to confusion and poor decision-making
Missing Context
Decision-makers often lack historical data and relevant context, making it harder to resolve exceptions efficiently
Without a unified flow, decisions stall, errors propagate, and learning is lost
How It Works
Intelligent Routing for Every Exception
Agent detects edge cases, assembles complete context, routes issues to the right decision-maker, and tracks resolutions — ensuring faster, consistent, and fully auditable outcomes
Detect Exceptions
Identifies situations needing human judgment, including policy exceptions, conflicts, or edge cases that automated systems cannot resolve
This ensures no critical exception is missed and every issue gets proper attention
Critical exceptions are detected accurately and consistently
Contextualize Information
It assembles a Governed Context Graph, capturing the exception, its cause, precedents, and available options for resolution
Decision-makers receive all relevant data to act efficiently and confidently
Full context is provided for every exception
Route to Right Authority
The agent identifies the correct decision-maker based on exception type, authority level, availability, and escalation path
This reduces delays and ensures decisions are made by the appropriate person
Exceptions reach the right person without delay
Track & Update
All resolutions are tracked, Decision Traces generated, and precedent graphs updated for future reference
This creates an auditable history and continuously improves the handling of similar exceptions
Resolution history is tracked and exceptions improve over time
Exception Detected
A 20% discount request triggered an exception because it exceeded the 10% policy threshold. Immediate detection prevented delays and alerted the system to route it properly. The agent assembled full context: customer tier, prior incidents, contract value, and precedent exceptions, giving the decision-maker everything needed to act quickly and confidently
See How Context Is EnforcedRouting & Resolution
The agent determined authority required (VP-level) and routed the exception to the appropriate person with full evidence and clear reasoning for approval. This approach reduced resolution time from days to hours, ensured consistent handling, and preserved the decision in Decision Lineage for future reference
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Compounding Loop
Exceptions Become Precedent
Each Decision Trace becomes a searchable precedent, improving consistency, reducing resolution time, and guiding decision-makers on future exceptions
Resolve Exception
Each exception is resolved with a complete Decision Trace, capturing context, routing, and final outcome
This ensures every decision is fully documented for future reference and learning
Every resolution is fully traceable for organizational learning
Generate Trace
The Decision Trace includes all exception details: context, prior incidents, authority, and precedent references
It becomes the authoritative record, searchable for similar future exceptions across the system
Decision Trace becomes a reliable precedent for future cases
Store as Precedent
Resolved exception traces are stored as searchable precedent within the system
This allows the organization to reference past decisions and maintain consistent escalation practices
All resolved exceptions contribute to organizational knowledge
Cite in Future Exceptions
When a new exception arises, the agent references similar precedents to guide routing and resolution
Decision-makers gain insight into prior handling, reducing ambiguity and improving outcomes
Precedent guides future exceptions efficiently and consistently
Decision-Maker Guidance
Decision-makers see historical handling and context for similar exceptions, enabling faster, more informed decisions
This reduces errors and ensures the right authority is involved every time
Decision-makers act confidently with historical context
Continuous Improvement
Over time, patterns emerge and the Compounding Loop improves consistency, reduces resolution time, and strengthens organizational knowledge
Every exception handled better than the last, feeding continuous improvement
Resolution consistency increases while handling time decreases
FAQ
Frequently Asked Questions
The Governed Context Graph includes authority hierarchies, org structures, and escalation paths. The agent traverses the graph to identify the right person based on exception type, authority level, and availability
The agent checks availability and can route to delegates or backup approvers. Escalation paths include fallback options with SLA timers to prevent delays
Yes. The agent can route through multiple approval levels, gather input from multiple stakeholders, and track the complete chain until resolution
Yes. Every resolved exception feeds the Compounding Loop, creating precedents that guide future escalations for faster, consistent, and better outcomes
Exceptions are inevitable. Bad handling is not.
Route every edge case to the right person with full context and resolve issues faster with confidence