Policy uncertainty
If the bot is unsure about refunds, compliance, or edge-case policy, it should escalate instead of improvise.
Safeguards
The assistant should help the brand, not trap the user.
Failure logic is part of the product. If it is missing, the bot is unfinished.
User frustration
If the person is clearly stuck, the assistant should shorten the loop and surface the human route fast.
Out-of-scope requests
The system should state limits clearly and route the user where they actually need to go next.
One-click human handoffUncertainty gate before hallucinationSupport contact info stays exposedConversation logic stays reviewable
