Start by enumerating categories that demand specialized handling. Typical enterprise taxonomies include:
- Emotional sensitivity: grief support, crisis language, harassment reports.
- Regulated content: medical advice, financial disclosures, legal guidance.
- High-risk actions: irreversible transactions, system configuration changes.
- User preference signals: language choice, accessibility needs, tone adjustments.
For each trigger, define detection logic (classifier thresholds, keyword lists, conversation patterns) and confidence tiers (high/medium/low). Capture examples and counterexamples in a living playbook.
Balancing precision and recall#
- Set higher thresholds for escalations that may disrupt the user experience.
- Use multi-stage detection: lightweight filters route obvious cases; uncertain cases pass to more sophisticated models or human reviewers.
- Incorporate human feedback loops where agents flag false positives or negatives.