"Human handoff done right: design the escalation path before you need it"
Every AI system has cases it cannot handle, and they all go to a human. Whether that handoff is a designed workflow or a JSON blob in a Slack channel nobody owns decides how the whole system performs.
When an AI system escalates its first real case, the destination is usually a Slack channel. A JSON blob arrives, formatted for machines, in a channel nobody officially owns. Someone spots it two days later, cannot work out what the system wanted, pings a developer, and the customer's request quietly ages while everyone establishes whose job this is. I have watched versions of this at more than one company, and the root cause is always the same: the escalation path was designed the week after it was first needed.
Have an AI feature stuck between demo and production?
The gap — reliability, evals, cost control, the plumbing that keeps it running unattended — is exactly the work I do. If that sounds familiar, a short conversation is usually enough to point you the right way.
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