Escalation Procedures

Introduction

Escalation Procedures are crucial in ensuring that your EveryAnswer Expert provides accurate and timely responses, especially in scenarios where its existing knowledge base may not have the required information. By setting up Escalation Procedures, you can direct the Expert to follow specific instructions, ensuring that users still get the assistance they need.

Setting Up Escalation Procedures

Understanding Cases and Procedures

Escalation Procedures consist of two main components:

• Case: A description of when the procedure should be used.
• Procedure: The action that should be taken in that situation.

When the Expert encounters a scenario where it doesn't have an answer, it will check the escalation policy for an appropriate Case. If a match is found, the corresponding Procedure will be executed.

Creating an Escalation Procedure

To create an Escalation Procedure, follow these steps:

1. Navigate to the Settings menu in your EveryAnswer dashboard.
2. Select Escalation Policy from the options.
3. Click on Add New Procedure.
4. Define the Case by describing the conditions or scenarios where this procedure should be applied.
5. Specify the Procedure. This can include actions like referring the user to a specific phone number, person, or other resources.
6. Save the procedure by clicking Save.

Examples of Escalation Procedures

Here are some common examples of Escalation Procedures:

• If a user asks a highly specialized technical question that the Expert cannot answer, direct them to contact technical support at a specific phone number.
• If a query about company policies is received and the Expert does not have that information, provide an email address of a HR representative.
• If an inquiry about a sensitive topic is made, instruct the Expert to inform the user to speak directly with a designated contact person.

How Experts Use Escalation Procedures

Checking for Applicable Procedures

When the Expert does not have an answer in its knowledge base, it will check the Escalation Policy for any applicable procedures. If none are available, the Expert will either fall back to general AI knowledge to provide an answer or return a response indicating it cannot answer the question, based on its permission settings.

Executing Procedures

If a procedure matches the scenario:

• The Expert will follow the specified instructions outlined in the Procedure.
• This ensures users receive appropriate guidance, maintaining a seamless support experience.

Editing and Updating Escalation Procedures

To ensure your Escalation Procedures stay relevant and effective, it is important to periodically review and update them:

1. Go to the Settings menu in your EveryAnswer dashboard.
2. Select Escalation Policy.
3. Locate the procedure you wish to edit and click Edit.
4. Make the required changes to the Case or Procedure.
5. Click Save to update the procedure.

Best Practices for Escalation Policies

To maximize the effectiveness of your escalation policies:

• Keep your Cases descriptive but concise to ensure they match relevant scenarios accurately.
• Define clear and actionable Procedures to provide specific guidance.
• Regularly review and update procedures to reflect any changes in your organization’s processes or contact information.

By strategically utilizing Escalation Procedures, you enhance the reliability and capabilities of your EveryAnswer Experts, ensuring they can handle a wide range of user queries effectively.

Related Documentation

• Getting Started with EveryAnswer
• Experts
• General AI Knowledge
• User Roles and Permissions