Feishu Aily / Customer Service Experience Teardown

Human-Handoff Logic: Sankey-Style Flow Diagram

Drag the tags to change their positions and inspect the handling logic between different nodes.

Input Trigger AI Judgment & Triage Outcome
User only expresses dissatisfaction, without asking for a human Low-intensity help signal; AI keeps explaining first
User asks outside working hours When humans are unavailable, the system leans toward self-service answers
User asks a question Default entry; first enters AI answerability judgment
User explicitly requests human support Strong-intent entry, but the user still needs to describe the issue first
AI can answer Matches help documents or existing knowledge
AI cannot answer Lacks context, evidence, or permission
AI judges it irrelevant Outside the current service scope
AI asks for issue description Collects ticket context and reduces invalid human handoff
Too many people in queue When support capacity is limited, self-service continues
AI can answer After description, AI can solve it
AI cannot answer Requires human judgment or account data
User insists on human support Respects user control
AI continues answering Prioritizes self-service resolution and reduces human workload
AI does not answer Avoids misleading users or making unauthorized promises
AI creates a human-support request Creates a service-desk or ticket entry