The Escalation Manager is a sentiment-aware routing system that detects frustrated or high-value customers and compiles a full "Context Dossier" before routing them to the right human specialist.
It reduces average handling time from 4.5 to 1.5 minutes, cuts cost per call by 50%, and prevents the client churn caused by blind transfers and slow response times.
What is Escalation Manager?
- Sentiment-Aware Routing. Detects customer frustration across channels including WhatsApp chats and email threads, analyzing sentiment, intent, and customer value using Gemini PRO to bypass standard queues and route urgent issues directly to the specific subject matter expert capable of resolving the problem.
- Context Dossier Compilation. Compiles a comprehensive dossier including full conversation history, shipment value, and previous dispute records using Claude Code before the human agent picks up the phone, ensuring your team focuses cognitive energy on solving problems rather than gathering information.
- Intelligent Queue Bypass. Integrates with Zendesk, Freshdesk, or Salesforce Service Cloud via n8n or Make.com to instantly identify complex or heated interactions, transforming support from a source of friction into a demonstration of operational excellence through seamless, context-rich handoffs.
Replaces:
- Manual ticket triage
- Blind call transfers
- "First-in, first-out" queue logic
- Customers repeating stories to multiple agents
- Missed urgent emails during off-hours
- Reactive crisis management
- Manual lookup of customer history
Ready to see Escalation Manager in action?
Why Escalation Manager?
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Preempting Client Churn. In the volatility of global logistics, specific negative sentiment markers like "anger" regarding delays are leading indicators of client churn that require immediate, high-touch intervention. The Escalation Manager detects these emotional spikes in real-time, prioritizing these tickets above routine queries to ensure your VIPs feel heard instantly. By resolving these friction points faster, companies have reduced the average cost per call by roughly 50% while simultaneously boosting satisfaction scores by six percentage points.
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Closing the Response Time Gap. Shippers today expect email responses within one to four hours, yet the logistics industry average lags woefully behind at 12 to 36 hours. This worker eliminates this gap by automating the context-gathering phase, reducing average handling time from 4.5 minutes to just 1.5 minutes per interaction. This velocity ensures your team spends their time solving problems rather than searching for Bill of Lading numbers or invoice details.
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Optimizing Human Capital. Your expensive human experts should not be answering "where is my shipment" queries that account for up to 40% of ticket volume. The Escalation Manager filters these routine tasks to self-service bots while routing only the top 5-10% of complex "Claims & Exceptions" directly to senior staff. This strategic division of labor allows your lean team to manage significantly higher volumes without burnout or headcount expansion.
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Unifying the Communication Silos. Trade happens on WhatsApp, yet critical context is often trapped in isolated chat logs that never reach the CRM or the support desk. This agent unifies these silos by ingesting WhatsApp Business API data into Salesforce, ensuring the resolving agent sees the full picture. This eliminates the "blind transfer" scenario that frustrates clients and slows down resolution time, leveraging the 98% open rates of messaging apps for operational clarity.
How It Works
Workflow Automation
How Escalation Manager integrates with your systems
Analyzes support ticket sentiment with AI, scores urgency, compiles context dossiers, and routes to specialists.
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Omnichannel Listening and Triage. The worker connects to your communication stack, Zendesk, Freshdesk, and WhatsApp, via Make.com to monitor every incoming message in real-time. It uses Gemini PRO to parse the text for "high arousal" emotions or complex keywords like "damaged cargo," "customs hold," or "urgent reroute." This ensures that urgent issues are flagged immediately and pulled from the general queue, rather than waiting for manual triage.
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Intelligent Context Synthesis. Once a ticket is flagged for escalation, the agent pulls relevant data from your ERP and CRM to build a complete "Context Dossier." It aggregates the customer's shipment history, current open value, and the specific conversation transcript into a single view using Claude Code for summarization. This preparation ensures the human specialist has 100% visibility and can propose a solution within seconds of receiving the handover.
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Precision Expert Routing. Instead of a round-robin assignment, the agent routes the ticket based on the specific nature of the problem, sending customs issues to the brokerage team and damage claims to insurance specialists. It triggers a direct alert via Slack or Microsoft Teams to the assigned expert, bypassing email clutter to ensure immediate awareness. This ensures the right problem lands on the right desk instantly, avoiding the "pass-the-buck" cycle.
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Closed-Loop Resolution Monitoring. After the handoff, the agent monitors the ticket status to ensure the human specialist responds within the required Service Level Agreement (SLA). If the ticket remains untouched, it auto-escalates to management via Telegram to prevent SLA breaches. It creates a permanent audit trail of the resolution for future training, ensuring that systemic issues are identified and corrected.
Get Started
Your customer service is the only firewall between a service failure and a lost client. Deploy the Escalation Manager today to ensure that your most critical issues are handled with the speed, context, and professionalism they deserve. Book your strategy call now to configure your smart routing protocols and stop losing business to slow response times.
See how Escalation Manager works for your business
Core Capabilities
Omnichannel Listening and Triage
Monitors Zendesk, Freshdesk, and WhatsApp via Make.com in real-time, using Gemini PRO to detect urgent emotions and complex keywords for instant queue prioritization.
Intelligent Context Synthesis
Builds a comprehensive "Context Dossier" by aggregating shipment history, open values, and conversation transcripts from ERP and CRM using Claude Code summarization.
Precision Expert Routing
Routes tickets to specific subject matter experts based on issue type, triggering direct Slack or Teams alerts to bypass email clutter and ensure immediate awareness.
Closed-Loop Resolution Monitoring
Tracks ticket status against SLA requirements and auto-escalates to management via Telegram if response deadlines are missed, creating permanent audit trails.
Who It's For
Freight Forwarders
Deploy the agent to prevent VIP client churn by detecting frustration in real-time and routing urgent issues to senior account managers with full shipment context, instead of generic support queues.
Logistics Providers
Use the worker to optimize human capital by filtering the 40% of tickets that are routine WISMO queries to self-service bots, reserving senior staff for complex claims and exceptions.
Direct Importers
Implement the agent to unify WhatsApp, email, and phone support into a single context-aware system that eliminates blind transfers and ensures every specialist sees the full customer picture.
Value Outcomes
Client Retention
6-point satisfaction boost
Detects negative sentiment markers in real-time and prioritizes high-value tickets for immediate intervention, preventing the churn caused by unresolved frustration.
Handling Efficiency
67% faster handling
Automates the context-gathering phase of ticket resolution, reducing average handling time from 4.5 minutes to 1.5 minutes per interaction.
Cost Reduction
50% lower cost per call
Reduces cost per call by approximately 50% through intelligent routing and automated context preparation that eliminates redundant information gathering.
SLA Compliance
100% SLA monitoring
Monitors every escalated ticket against SLA deadlines and auto-escalates to management when breaches are imminent, creating accountability and audit trails.
Strategic Value for Decision Makers
For the CFO Pitch
The Escalation Manager cuts cost per call by 50% and prevents the revenue loss from client churn caused by poor support experiences. It ensures your most expensive human resources are solving high-value problems, not gathering context or answering routine tracking questions.
For the COO Pitch
This agent eliminates the "blind transfer" problem that plagues logistics support operations. It compiles a full Context Dossier before any handoff, reducing handling time by 67% and ensuring your specialists can propose solutions within seconds of receiving a ticket.
For the Owner Pitch
Your customer service is the last line of defense between a service failure and a lost client. The Escalation Manager ensures that when things go wrong, your response is fast, informed, and directed to exactly the right person, turning potential churn into demonstrated excellence.
Why Export Arena
Escalation Manager is not a standalone tool - it's part of Export Arena's AI & Automation Department as a Service. Pre-trained on global trade nuances, from HS codes to geopolitical risk, it delivers strategic insights tailored to C-suite decision-making. We provide resilience as a service.
See how Escalation Manager works for your business
