When your AI should shut up.

{
  "intent": "escalation_request",
  "confidence": 0.98,
  "trigger": "human_escalation_keyword",
  "actions": [
    {
      "type": "system.conversation.pause"
    },
    {
      "type": "notifications.staff.alert",
      "payload": {
        "reason": "Customer requested human agent",
        "priority": "high"
      }
    }
  ],
  "suggested_reply": "I completely understand. I'm connecting you with a team member right now — someone will be with you shortly.",
  "language": "en"
}

{
  "intent": "complaint_high_frustration",
  "confidence": 0.95,
  "trigger": "negative_sentiment_threshold",
  "sentiment_score": -0.87,
  "actions": [
    {
      "type": "system.conversation.pause"
    },
    {
      "type": "notifications.staff.alert",
      "payload": {
        "reason": "High frustration detected",
        "priority": "urgent"
      }
    }
  ],
  "suggested_reply": "I'm so sorry for the wait — that's not acceptable at all. I'm escalating this to our team immediately.",
  "language": "en"
}

{
  "intent": "room_service",
  "confidence": 0.94,
  "trigger": null,
  "actions": [
    {
      "type": "operations.task.create",
      "payload": {
        "room": "204",
        "request": "extra pillows",
        "priority": "normal",
        "department": "housekeeping"
      }
    }
  ],
  "suggested_reply": "Extra pillows are on their way to room 204!",
  "language": "en"
}