What financial-services requests should always escalate to a human agent?

“Escalate suspected fraud, account takeover, disputed transactions, complaints, hardship requests, policy cancellations, credit decisions, investment suitability, and requests involving exceptions to policy. Human review is also required when identity confidence is low, the customer disputes an automated outcome, or the chatbot cannot ground its answer in approved knowledge. Clear escalation rules are safer than optimizing every conversation for containment.”