What is Expert Connect?

Expert Connect uses smart escalation to route complex employee requests to the right IT or HR expert instantly. It blends AI speed with human expertise—passing full context so issues resolve faster and smarter.

How does Expert Connect work?

• Smart escalation. Triggers include low confidence, specific categories (e.g., payroll corrections, legal), VIP or severity rules, and sentiment cues like frustration.

• Skills‑based routing. Directory and schedules map requests to available experts by team, skill, and time zone; overflow rules prevent queues from stalling.

• Context handoff. The transcript, captured forms, attachments, device details, and prior steps travel with the case so no one repeats themselves.

• Collaborative session. The expert, user, and AI can co‑operate: the human asks clarifying questions while the bot fetches knowledge, runs approved workflows, or updates records.

• Closure & learning. After resolution, the AI follows up with confirmation and captures feedback. Solutions and patterns feed back into knowledge and training data so similar issues automate next time.

Why is Expert Connect important?

Automation shines on the routine but must gracefully bow out on the complex or sensitive. Expert Connect prevents dead‑ends and “AI says no” moments, replacing them with a warm handoff that preserves momentum and empathy. It reassures employees that help is always within reach, increasing adoption of the AI front door. It also protects quality and risk posture by ensuring human judgment where policy or nuance demands it.

Why does Expert Connect matter for companies?

• Higher first‑contact resolution. Issues get solved in one session—even when automation tops out—reducing downtime and frustration.

• Better satisfaction. People experience speed from AI and care from humans in the same channel, driving CSAT/ESAT up.

• Optimized workload. Experts focus on high‑value cases; repetitive questions never reach them, reducing burnout and costs.

• Continuous improvement. Escalation data reveals knowledge gaps and training needs; each handoff seeds future automation.

• Risk control. Rules guarantee human oversight for regulated or high‑impact topics, with full audit trails.

Expert Connect with Rezolve.ai

Rezolve.ai embeds Expert Connect directly in Teams and Slack. Agentic AI SideKick triages requests, resolves what it can, and—based on confidence, category, or user intent—pulls the right IT or HR specialist into the same thread with all context attached. Experts can run secure automations from chat, share vetted knowledge snippets, and update systems without tab‑hopping. Afterward, SideKick confirms resolution, captures micro‑CSAT, and adds the outcome to AURA Insights. Over time, fewer cases require escalation, and the ones that do are faster and more satisfying.

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