Escalations occur when the Fix Assist AI agent is unable to determine a confident, well-supported fix for a reported issue. Rather than guessing or providing an unverified recommendation, Fix Assist stops, documents its findings, and routes the issue to a Subject Matter Expert (SME) for human review.

This ensures that:

• Unclear or undocumented issues are handled by a qualified expert instead of being resolved incorrectly.
• Every escalation includes full context — the reported problem, what Fix Assist searched, and why it couldn't find an approved resolution.
• Verified fixes can be captured and fed back into the system, so Fix Assist gets smarter over time.

The Escalation Lifecycle

Session Escalated → SME Reviews → SME Approves or Rejects → Approved Fix Added to Knowledge Graph

Once an SME approves a fix, it is added to the knowledge graph, making that resolution available to Fix Assist for similar issues in the future — improving the Resolution Rate and reducing repeat escalations.

How a Session Gets Escalated

During a troubleshooting session, if Fix Assist cannot locate an approved procedure, clearance guideline, or documented fix for the issue described, it will:

1. Notify the user directly in the chat that the request has been escalated to a human reviewer and that no further automated action will be taken.
2. Display an escalation card in the session with:
   • Reason – A plain-language explanation of the issue and what Fix Assist attempted (e.g., which manuals or drawings it searched).
   • Reason Code – Indicates why the escalation occurred (e.g., "No Source" means no supporting documentation was found).
   • Urgency – The priority level assigned to the escalation (e.g., Normal, High).
   • Ticket ID – A unique identifier linking the escalation to the session for tracking.

Example: If a technician reports a physical interference issue (e.g., a component contacting a sensor after a modification) and no approved adjustment procedure exists in the active documentation, Fix Assist will escalate the issue rather than recommend an unverified fix.

Escalations

The Escalations page (accessible from the left sidebar) gives SMEs and administrators a centralized view of every escalated issue across the organization.

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