What problem does it solve? Automated compliance agents can only provide guidance, not personalised financial advice or judgment calls on high-risk cases. This Skill ensures such requests are recognised, refused safely, and routed to the right human desk instead of being answered incorrectly. ## Core Features & Use Cases - Escalation Detection: Identifies requests for personalised financial or investment advice, high-risk scenarios (sanctions hits, suspected fraud, PEP matches, beneficial-ownership ambiguity), knowledge-base coverage gaps, and conflicting rules. - Matrix-Based Routing: Calls search_compliance_rules to retrieve the escalation matrix, cites the relevant numbered section, and names the responsible role such as compliance officer, fraud desk, or qualified financial adviser. - Safe Handoff: Refuses to answer out-of-scope parts directly, sharing only compliance context that is safe to disclose before handing off. - Use Case: A customer asks a banking support agent whether a specific investment product is right for them. The Skill states the escalation reason, retrieves the escalation matrix, and routes the case to a qualified financial adviser without giving advice. ## Quick Start Use the escalation skill to handle this customer request asking for personalised investment advice and route it to the correct human desk.
