# CS-45: AI support escalation to a person

Category: AI & emerging interfaces
Level: Intermediate
Suggested duration: 3–4 weeks

Original UXCharan practice scenario. Validate assumptions; do not present it as a commissioned client project.

## Problem
A hypothetical support bot repeats the same answer and loses context when a person takes over. Explore a transparent handoff that lets the customer review what will be shared and understand the next step.

## People to learn from
Customers whose support problem exceeds a chatbot’s ability

## Core scope
- Try support
- request a person
- review handoff summary

## Research questions
- When do users want a human?
- What context should be shared or excluded?

## Edge cases
- No agent available
- incorrect summary

## Specific artefact
An escalation journey and editable handoff summary

## Evaluation question
Can users reach a clear next step without repeating unnecessary information?

## Work to share
Problem and role; anonymised evidence; alternatives and rationale; task flow; prototype; accessibility considerations; testing findings; revisions and honest limitations.

## Request feedback
Share a viewable Figma, document or portfolio link with Saicharan on WhatsApp: https://wa.me/917093809350
Include CS-45, your name, project stage and your main feedback question. Confirm review scope, timing and any fee directly.

## Methods
- Research planning: https://www.gov.uk/service-manual/user-research/plan-user-research-for-your-service
- Research consent: https://www.gov.uk/service-manual/user-research/getting-users-consent-for-research
- Design exploration: https://www.designcouncil.org.uk/resources/the-double-diamond/
- Usability testing: https://www.nngroup.com/articles/usability-testing-101/
- Accessible forms: https://www.w3.org/WAI/tutorials/forms/
- Portfolio storytelling: https://www.nngroup.com/articles/ux-design-portfolios/