Feature Deep Dive

Smart Routing and Escalation

Optimize quality and cost by routing conversations to the right model and escalation path based on complexity and confidence.

Routing Logic

  • Fast lane for simple, high-confidence intents
  • Mid lane for grounded retrieval and moderate complexity
  • Heavy lane for nuanced synthesis and sensitive workflows
  • Immediate escalation for policy risk or low confidence

Decision Inputs

score = weighted(
  complexity,
  sensitivity,
  retrievalConfidence,
  historicalResolutionRate
)

if score.low and confidence.high -> fastLane
if score.mid -> groundedLane
if score.high or sensitive -> heavyLane or humanEscalation

Recommended KPIs

  • Lane distribution and weekly drift trend
  • Fallback-to-escalation rate by intent class
  • Cost per resolved conversation
  • Resolution quality by route and model tier
Related Architecture PostBenchmark Methodology