Why underwriters ask about it
the worst AI incidents happen when the bot keeps talking past a situation that needed a person — a legal threat, a medical symptom, a furious customer.
How to fix it
- Write the trigger list: angry customer, mention of lawyer/lawsuit, medical emergency words, payment dispute, request for a human.
- Configure the agent: on any trigger, stop and hand off — with a real route (text the owner, transfer the call, create an urgent ticket).
- Test each trigger once yourself and note that it worked.
Evidence to keep
the trigger list and your test note.