Escalations occur when the T-WISE agent is unable to determine a confident, well-supported fix for a reported issue, or when a technician reports that the guidance did not fully fix the problem. Rather than guessing or providing an unverified recommendation, T-WISE 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, the equipment involved, what T-WISE found, and why it couldn't provide an approved resolution.
• Verified fixes can be captured and fed back into the system, so T-WISE gets smarter over time.

The Escalation Lifecycle

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

Once an escalation is approved, its fix is published as a known fix, making that resolution available to T-WISE for similar issues in the future — improving the Resolution Rate and reducing repeat escalations.

How a Session Gets Escalated

A session can be escalated in two ways:

By T-WISE

During a troubleshooting session, if T-WISE 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 T-WISE attempted (e.g., which manuals or drawings it searched).
   • Reason Code – Indicates why the escalation occurred (e.g., "No Approved Source" means no supporting documentation was found).
   • Urgency – The priority level assigned to the escalation (Low, Normal, High, or Urgent).
   • Ticket ID – A unique identifier linking the escalation to the session for tracking.

By the Technician

After T-WISE gives guidance, the technician is asked "Did this fix the issue?". Answering No, or Yes, with extra steps and describing the additional steps taken, sends the session to a specialist for review. This captures fixes that worked in practice but were not yet documented.

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, T-WISE will escalate the issue rather than recommend an unverified fix.

Escalations