escalation

Customer support is the killer applied-AI use case, testing agents, RAG, tools, and the all-important human escalation. The signal is knowing when to resolve, when to act, and when to hand off, safely.

Moderating billions of items a day with an LLM on every one is too slow and too expensive. Learn the tiered funnel (cheap classifier then LLM then human), how to tune thresholds for precision versus recall, and how to keep up with adversaries.

Auto-resolving support tickets means grounding answers in your knowledge base, safely calling real APIs (refunds, account changes), and knowing when to hand off to a human. Learn the agent loop, the guardrails, and how to measure resolution without breaking trust.