Escalation Detection

When conversations get complex, transferring customers quickly and effectively becomes the difference between frustration and satisfaction. That’s where smart call escalation comes in. It's an AI-powered way to ensure every customer reaches the right person, with zero friction.

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Real-Time Intent and Sentiment Detection

A customer angrily saying, “I’ve already called twice about this,” is very different from someone calmly asking about billing issues. AI recognizes both scenarios and tailors the escalation accordingly.

Routing Based on Skills and Availability

In healthcare, smart escalation can make urgent calls bypass the queue. In a SaaS company, it directs escalated calls about outages to engineers, while general “how-to” questions stay with support.

Context-Rich Escalation

When human agents receive a transferred call, they see a history pulled from the knowledge base, CRM notes, and past conversations. That way, every team member picks up right where the last interaction left off.

“Phonely’s Escalation Detection gives me true peace of mind, knowing no frustrated customer ever slips through the cracks as our team scales.”

Isabella Martínez

Head of Customer Experience, Solara Communications

Trusted by 20,000 + companies

Craft the On Call Experience with these Complimentary Features

AI Transcript and Summaries

Get concise summaries after each call, bullet points that capture the who, what, and next steps so you don’t have to listen to every minute. Know exactly what caused an escalation, and how you can prevent it by optimising your flow.

Delivered to your CRM, email, or Slack

Customizable length and format

Speeds up handoffs and follow-up

Warm Transfers with Context

Phonely takes warm transfer to the next level with intelligent call routing that actually understands the conversation. So when escalations happen, the receiving agent has full context of what happened on the conversation before they engage the caller, leading to speedier resolutions.

Intelligent Call Transfers with a 2 Side Setup

On Hold Music For The Caller

Customizable Message For The Receiving Party

Knowledge Base

Carry details across every turn. Names, choices, and previous answers so the AI never loses track. Enriching the knowledgebase would help prevent escaltions, by making the AI agent more competent.

Add key business documents that the AI can reference.

Add a list of FAQs, your website, and business information to inform the conversation.

Provide Rebuttals for the AI Agent to Use on Sales Calls.

Connected to your Business Tools

Integrate Phonely with your CRM and digital tools to get more done,   over the phone.

FAQs

Everything you need to know about the product and billing. Can’t find the answer you’re looking for? Please reach out to our team.

How is smart call escalation different from regular call routing?

Call routing is designed to send incoming calls to the most suitable agent or department based on pre-set rules or skills, with the goal of resolving the issue on the first contact. Smart call escalation, on the other hand, steps in when routing alone isn’t enough.

How is smart call escalation different from regular call routing?

Can smart escalation work in sensitive industries like healthcare or legal?

Yes, smart escalation is designed to support industries where privacy and compliance are critical. In healthcare, it can prioritize urgent patient calls while ensuring all data handling meets HIPAA standards. For law firms, it securely connects clients to the right attorney without exposing sensitive information, staying compliant with GDPR and SOC II protocols.

Can smart escalation work in sensitive industries like healthcare or legal?

What if the AI doesn’t understand a customer’s request?

If the AI is uncertain, it doesn’t leave the customer hanging. Instead, it captures key details, such as the preferred phone number or email address for follow-up, and reassures the caller that their concern has been noted. From there, the system ensures a human agent follows up promptly, so the customer knows their request is in safe hands.

What if the AI doesn’t understand a customer’s request?

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