Handles policy-heavy, high-tier, or de-escalation-needed cases with annotated rationale.
Activation complexity
High
Time to activate
14-21 days
Volume share
30-45% of role volume
Impact range
Stable at or above senior-review baseline
Inherited pricing
€1.20 – €3.50 per tier-2 case handled
This capability shares the Senior Support Specialist's metered unit. A tier-2 case handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
Sensitive Case Handling is where senior judgement typically lives. The agent detects de-escalation signals, drafts a policy-consistent response with tone calibration, and routes remaining judgement cases to humans with full history.
Workflow summary
Detects sensitivity, drafts policy-consistent response, routes judgement cases.
Stages
Decision logic
Uses sentiment signals, VIP-tier flags, and policy match to decide draft-and-send, draft-for-review, or escalate.
Systems and data
{"help desk",CRM,"policy library","case history"}
{"ticket content","customer sentiment","policy context",tier}
Exceptions & human handoff
High-sentiment or legal-sensitive content always routes to human senior review.
Legal-sensitive content, pattern-flagged repeat complainant, or VIP-tier sensitivity.
Readiness
Policy library versioned, tone guidelines documented, VIP-tier list maintained.
Owner on client side · Senior Support Lead
Impact contribution
25-35% of role impact comes through handling sensitive cases with consistent policy and tone.
Primary KPI · Sensitive-case resolution quality · Stable at or above senior-review baseline
Prerequisites
Activating Sensitive Case Handling in production requires the following capabilities to be live first. Ordering matters — routing and classification quality propagate.
The chat opens with Senior Support Specialist and Sensitive Case Handling pre-selected. You can add other capabilities during the conversation.