Support automation with human escalation

Support automation can become expensive when every ticket goes through a premium model, even if most requests are repetitive and low risk.

Routine tickets use a cheap drafting lane. Ambiguous, high-value, or policy-sensitive tickets escalate to frontier review or a human agent.

The team started measuring cost per accepted draft instead of cost per generated answer. That made cheap but low-quality outputs visible, and kept premium spend attached to outcomes.