AI engineering glossary · AI ethics law product
What is escalation rate?
Escalation rate (also called handoff rate): The share of AI-handled interactions that are passed to a human because the system cannot resolve them, is unsure or the user asks. Tracking reasons for escalation shows where the AI falls short.
Escalation rate: an example
A voice bot passes 18% of calls to human agents, mostly for refund disputes.
Related terms
- Deflection rate
- Containment rate
- Human override rate
- Fallback behavior
More AI ethics law product terms
- EU AI Act
- Explainable AI
- Explicit feedback
- Fair use
- Fairlearn
- Fairness impossibility theorem
- Fairness metric
- Fairness through unawareness
Where you learn it
Escalation rate is part of the AI Engineering Program, which teaches it with notes, a hands-on lab and an exam. The first lesson is free.