An agentic customer service system must decide when to escalate interactions to a human agent. Under which of the following conditions should escalation always occur?

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C. When the customer explicitly states they want to speak with a human agent. Explicit human request is a non-negotiable, programmatic escalation trigger — when a user says they want a human, the system must comply immediately. The other options are unreliable: self-reported confidence (Option A) is poorly calibrated in LLMs; sentiment analysis (Option B) generates false positives and false negatives; turn count (Option D) is an arbitrary proxy. The CCA-F's three valid escalation triggers are: (1) explicit human request, (2) ambiguous policy, (3) no progress after N attempts.

An agentic customer service system must decide when to escalate interactions to a human agent. Under which of the following conditions should escalation always occur?

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